Schedule:

Monday - Friday 10:30am-7pm CST

The Associate IV-DAT serves as a key resource for resolving complex donor inquiries, escalated issues, and requests that require detailed research or follow-up. This role partners with contact center teams and cross-functional departments to ensure a positive donor experience, provide issue resolution, identify process improvements, and support operational excellence.

The ideal candidate is customer-focused, professional, and solution-oriented, with the ability to effectively communicate across multiple channels while maintaining a high level of donor satisfaction.

Key Responsibilities

• Serve as the primary point of contact for escalated donor concerns and complex service issues.
• Take ownership of donor inquiries from initial contact through resolution, ensuring a timely and positive experience.
• Research and resolve donor issues by identifying root causes and recommending appropriate solutions.
• Collaborate with internal teams and business partners to address donor concerns and facilitate issue resolution.
• Document donor interactions accurately and maintain records in designated systems.
• Monitor trends, identify recurring issues, and recommend improvements to processes and procedures that enhance the donor experience.
• Provide guidance and support to contact center representatives regarding policies, procedures, and donor interactions.
• Deliver new hire training, refresher training, and transition support as needed.
• Respond to donor and client inquiries through phone, email, and other communication channels in a professional and timely manner.
• Follow up with donors to ensure concerns have been resolved and expectations have been met.
• Meet established service standards, quality expectations, and productivity goals.
• Maintain knowledge of organizational policies, procedures, and compliance requirements.
• Provide feedback to leadership regarding operational challenges, process improvement opportunities, and best practices.

Qualifications

Education & Experience

• High school diploma or GED required.
• Minimum of two years of customer service, contact center, call center, telemarketing, or related experience.

Skills & Abilities

• Strong verbal and written communication skills.
• Ability to handle challenging customer interactions professionally and effectively.
• Strong problem-solving, analytical, and decision-making skills.
• Ability to interpret and follow detailed verbal and written instructions.
• Experience working with data entry and business applications.
• Proficiency in Microsoft Office, including Word and Excel.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Commitment to delivering exceptional customer service and donor satisfaction.