Avis de recrutement : HIAS recherche un.e Spécialiste des relations avec les donateurs et les électeurs aux Etats-Unis.
Note, this position is a hybrid role based at our office in Silver Spring, Maryland, and will be required to work 3 days/week in the office and 2 days/week remote.
ESSENTIAL FUNCTIONS :
- Supports HIAS’ Customer Care services, including the hotline and the external call center service provider, with a customer service culture of kindness, patience and understanding.
- Helps to maintain knowledge base of standard answers to common questions (FAQs) asked about HIAS, engaging internal subject matter experts for input; liaises with staff who assist with monitoring incoming inquiries in order to offer appropriate, accurate, on-brand responses.
- Supports efforts in monitoring the [email protected], [email protected] and the Planned Giving email inboxes, voicemail boxes and serves as a point of contact for information inquiries.
- Oversees use of customer service software platform; evaluates inquiries received (source, subject, negative/positive and outcome), analyzes results and reports on metrics to relevant stakeholders.
- Ensures all information received is documented and communicated accurately and promptly.
- Updates donor information in Raiser’s Edge as needed.
- Assists with testing HIAS.org features and functionality for donors and website users to determine efficacy of efforts.
- Performs other duties, as necessary.
QUALIFICATIONS & REQUIREMENTS :
- Undergraduate degree preferred.
- 3-5 years of relevant experience.
- Second language fluency preferred.
- Exceptional customer services skills; excellent written and verbal communications skills.
- Operates with a problem-solving mindset and a proven record of successfully resolving issues to the constituent’s satisfaction.
- Ability to prioritize and multi-task projects in a fast-paced environment.
- Ability to maintain composure and convey a positive attitude while interacting with clients, beneficiaries and coworkers.
- Strong cross-cultural skills, with an interest in human rights and social justice.
- Detail-oriented, independent and reliable.
Apply here
Closing date :