Customer Service Manager

Our client is a mission-driven non-profit organization dedicated to making a positive impact in the community. They are seeking a compassionate and results-oriented Customer Service Manager to lead their customer support team and ensure exceptional service delivery to their donors, clients, and stakeholders.

Key Responsibilities:

• Oversee and manage the daily operations of the customer service team, ensuring timely and accurate responses to inquiries.
• Develop and implement customer service policies, procedures, and best practices tailored to the organization’s mission.
• Train, mentor, and evaluate team members to maintain high standards of professionalism and effectiveness.
• Handle escalated customer concerns with empathy and provide resolutions that align with organizational values.
• Monitor performance metrics and prepare regular reports on customer service activities, identifying areas for improvement.
• Collaborate with other departments to address service issues and improve overall customer experience.
• Maintain detailed records of customer interactions and ensure data privacy and compliance with regulations.
• Lead initiatives to enhance donor and client satisfaction through innovative engagement strategies.
• Represent the organization professionally at events and in communications with external stakeholders.
• Stay informed about industry trends and implement improvements to service delivery accordingly.
• Experience: 3-5 years in a customer service leadership role, preferably within the non-profit or social service sector.
• Education: Bachelor’s degree in Business Administration, Communications, or a related field.
• Skills: Strong proficiency in customer relationship management (CRM) systems and Microsoft Office Suite.
• Attributes: Exceptional communication and interpersonal skills, with a passion for service and a commitment to the organization’s mission. Problem-solving abilities and the capacity to handle sensitive issues with discretion are essential.