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Senior Customer Relations Coordinator

Company: Bideawee
Location: Wantagh
Posted on: April 5, 2021

Job Description:

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Description The Senior Customer Relations Coordinator manages all day-to-day customer service communications including call center operations, web/email responses and public information mailings - in a manner that positions Customer Service at Bideawee as a long-term competitive advantage and consistently exceeds customers' expectations. In addition, the Senior Customer Relations Coordinator will oversee the acknowledgement program, ensuring timely and meaningful letters are generated to support different fundraising efforts and manage the in-house donation processing including deposits, financial reconciliation and data integrity.The Senior Customer Relations Coordinator should be an inspirational leader who reinforces the importance of the caller/customer experience and understands its importance to revenue generation, increased adoptions and engagement by the public. The Senior Customer Relations Coordinator ensures that the department is the embodiment of the Bideawee brand and uphold Bideawee's values.Responsibilities/Duties/Functions/Tasks:The following is a list of essential job requirements. This list may be revised at any time and additional duties not listed here may be assigned as needed. Job Functions and Job Responsibilities include, but are not limited to:Customer Services - Call Center, Email, Mail

  • Oversee the day-to-day operations of the customer service phone system
  • Handle daily inbound telephone inquiries, email inquiries and walk-ins in an efficient and professional manner
  • Handle complaints and unsatisfied callers in a professional manner
  • Communicate with clients and donors via email and written correspondence
  • Write and maintain email and direct mail templates to expedite replies
  • Maintain standards of same day return on all phone calls, same day on emails and 48 hours on standard mail replies
  • Record call stats, establish and implement a monitoring system for phone callsDonor Acknowledgment Program
    • Draft meaningful acknowledgement letters to support various fundraising efforts
    • Manage, maintain and coordinate in-house donor acknowledgement fulfillment ensuring donors are thanked in a timely mannerDonation Management
      • Process all in-house donations- create proper deposit documentation, enter gifts into the database and deposit gifts electronically and/or in person at the bank
      • Manage the brick program - communicate with donors, order bricks, prepare acknowledgements
      • Oversee monthly donor accounts - set up new accounts, update accounts when requested by donors, follow up with donors regarding cancellations, declines, expired accounts, etc
      • Maintain and enter data into the donor database; set standards for staff on data entry and maintain and monitor those standards to follow Bideawee business rules
      • Review and coordinate with the Senior Manager, Events and Customer Relations on all refund requests from donors
      • Monitor and review in house donation deposits
      • Assist in creating ways to increase donationsManagement and Training
        • Stay informed on all Bideawee programs across all departments and communicate information to call center staff as needed
        • Train staff and volunteers and set up outside customer service training as needed
        • Analyze call trends and customer satisfaction and report on results
        • Ensure that Development Associates adhere to the department's policies and procedures and address any daily operation issues
        • Write and distribute communication materials (memos, email) to staff and Bideawee associates as needed
        • Consult with Senior Manager, Events and Customer Relations and respond to all complaints by phone, mail, and email
        • Participate in marketing/development meetings
        • Ensure that all department documentation is maintained, updated and organized
        • Various other duties as assigned Full-Time/Part-Time Full-Time Position Requirements Qualifications
          • One-year Customer Service experience preferred, but not required
          • Call Center experience preferred, but not required
          • Excellent organization skills, ability to work under pressure and manage multiple projects
          • Excellent writing skills
          • Excellent communication skills
          • Excellent attention to detail
          • Ability to work in a team-oriented environment
          • Data entry experience preferred, but not required
          • Proficiency in MS Word, Excel and Outlook
          • Experience with Raiser's Edge preferred, but not required About the Organization For more than 118 years, Bideawee has been the leading no-kill pet welfare organization serving metropolitan New York and Long Island. Through a vast array of services Bideawee cultivates and supports the life-long relationships between pets and the people who love them. This position is currently accepting applications.

Keywords: Bideawee, New Rochelle , Senior Customer Relations Coordinator, Other , Wantagh, New York

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