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Customer Service
Customer Experience Associate Customer Service
1% 1-Year Employee Growth Rate | 19% 2-Year Employee Growth Rate | LinkedIn | $1.7M Venture Funding
What Is Employee Growth Rate & Why Is It Important?
Main areas of focus: Customer service, reception, cross-departmental administration, community, and student engagement
Location: This opportunity is open to any applicant eligible to work in the U.S. or have an existing U.S. work permit. We are a fully remote workplace through the end of 2021.
JOB HIGHLIGHT
You will be the keeper of first impressions at charity: water for our supporters, volunteers, and schools.
JOB SUMMARY
As the Supporter Experience Associate, you will be the keeper of first impressions at charity: water. You’ll answer the main phone line, triage calls, and answer all incoming emails and questions about our work. You’ll manage dynamic relationships with our supporters and monthly donors.
YOU’LL BE RESPONSIBLE FOR…
- Overseeing and managing communication via our customer service channels and ensuring we’re providing a high level of customer service
- Managing and owning our customer service platform, Zendesk, and recommending which platform features we should leverage in support of excellent customer service
- Building relationships across departments to keep up to speed on charity: water’s work so that you can handle questions from anyone
- Working cross-functionally with our development and partnerships teams to make sure they have the support they need for major fundraising campaigns
- Keeping our 100+ help center articles and macros up-to-date with changing information, product improvements and new initiatives
- Providing administrative support for events with our monthly donor community
- Supporting charity: water’s store, merchandise, and communication with our fulfillment center
- Regularly providing supporter insights and analytics to the Product team to improve the overall donor experience
YOU MUST HAVE…
- At least 1+ years in customer experience or in a similar role in a fast-paced office environment
- A desire to help people by being a customer service wizard
- Acute attention to detail and proven track record of creating systems and processes for efficiency
- Excellent written and verbal communication skills
- Proficiency working with Mac products and Google applications
IT’S AN ADDED PLUS IF YOU HAVE…
- Familiarity with Zendesk or other customer service software
YOU’LL BE SUCCESSFUL IF…
You were born a people person
You enjoy interacting with people over the phone, in person, or through emails. You’re welcoming and more than willing to help someone find their way around charity: water.
You’re a communication ace
You have amazing written and verbal communication skills and you’re able to communicate complicated ideas in a concise way. You take your role seriously, knowing that someone’s experience with charity: water can start - or end - with you.
You meet every situation with positivity
You have the ability to handle hard situations with grace and patience. You know how to turn anyone’s bad day into a good one. You firmly believe that there are solutions to every problem and you remain positive in any situation.
You’re a problem solver
You have the ability to handle hard situations with grace and patience. You know how to turn anyone’s bad day into a good one. You firmly believe that there are solutions to every problem and you remain positive in any situation. You keep your cool under pressure and know how to prioritize and when you need help, you let fellow staff members know.
You’re trustworthy and professional
You’ve proven you’re equipped to handle and maintain confidential information. You’re set on learning all the ins and outs of the org so that you can handle any question that comes your way.
TEAM OVERVIEW
The Subscription team is a sophisticated group of product managers, designers, engineers, and marketers that power our unique monthly giving platform, The Spring. They focus on developing a first in class experience for our Spring monthly donors while building a product that invites transparency, generosity, and community.
ORGANIZATIONAL OVERVIEW
At charity: water, our team of world changers believe that water changes everything. As a non-profit organization, we work to bring sustainable solutions, providing clean and safe drinking water to those in developing countries. Since 2006, we’ve been able to bring healthier living conditions to over 11 million people in 29 countries. With the inner makings of a mid-size tech startup, we’re reinventing charity through endless innovation, contagious passion, beautifully crafted stories, and a powerful brand that inspires a whole new kind of generosity.