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Customer Service Specialist

Job Location

Chicago, IL

General Summary

The Alzheimer's Association seeks an articulate, personable individual, with refined customer service skills to join our Donor Services team as a Customer Service Specialist. This person will be responsible for providing excellent and timely customer service to external and internal customers who request a variety of donor related information, including recent and past donations and other donor records.

This is an exempt position and will be based at the Association's National office in downtown Chicago.

Essential Job Functions

  • Monitor the "Track-it" system in order to effectively fulfill donor inquiry requests
    • Respond within a 24 hour response threshold for initial inquiries, and a 72 hour final closure of inquiries
  • Investigate and implement solutions in a timely manner to maintain a high level of customer service
  • Triage challenging problems and navigate timely solutions through well-honed problem solving techniques
  • Process "specialty" requests such as managing the memorial/tribute gift processing system, as well as high level services such as board member and major gift processing
  • Provide "concierge level" customer service as needed
  • Fulfill data and reporting requests including the production of donor lists, regular progress reports, and extractions of data from the database for analytical purposes
  • Participate in development of best practices, documentation, and training of staff in maintaining accurate database records as needed
  • Assist in donor cultivation and stewardship events as needed
  • Other duties as assigned

Minimum Requirements

  • Associate's Degree in a related field required, Bachelor's Degree strongly preferred
  • 2-3 years customer service experience with high volume, telephonic inquiries (e.g. a call center)
  • Excellent customer service training and skills, including problem solving and identifying potential challenges before they occur; excellent telephone persona
  • Ability to be speak cleary and concisely and interact effectively with a wide donor base
  • Strong interpersonal skills and someone who enjoys being a team player
  • Proven success in problem solving and closing out customer/donor issues
  • Demonstrated ability to gather, analyze, and summarize information including numerical and financial data
  • Typing speed of at least 50 words per minute
  • Proficiency in or ability to quickly learn and use Development software (including, but not limited to Team Approach and Personify)
  • Proficiency in creating and editing documents using Word and Excel and utilizing Gmail for electronic mail communications
  • Excellent oral and written communication skills
  • Outstanding organizational skills and attention to detail
  • Commitment to maintaining confidentiality

PLEASE CLICK HERE TO APPLY

  • by email: lgutierrez@alz.org
  • by mail:
    Send resume to:
    Alzheimer's Association, Home Office
    225 N. Michigan Ave, Suite 1700
    Chicago, IL 60601

We are an Affirmative Action, Equal Opportunity Employer and we appreciate your interest in the Alzheimer's Association.

 

 

 

Alzheimer's Association

Our vision: A world without Alzheimer's disease®.
Formed in 1980, the Alzheimer's Association is the leading voluntary health organization in Alzheimer's care, support and research.