Senior Customer Service Specialist

• Deliver exceptional customer service through various channels, including phone, email, and in-person interactions
• Manage and resolve complex customer inquiries, concerns, or escalations with professionalism and efficiency
• Provide guidance and mentorship to junior customer service staff, ensuring consistent quality and adherence to service standards
• Proactively identify opportunities to improve processes and customer satisfaction
• Process and maintain accurate customer records, invoices, and service requests using CRM systems
• Collaborate across departments to resolve issues and ensure timely communication to stakeholders
• Track and report on customer service metrics, identifying trends and opportunities for improvement
• Assist with the development and delivery of training sessions for customer service staff to enhance skills and knowledge

• 4+ years of experience in customer service or client support, with at least 1–2 years in a senior or lead role (nonprofit experience is a plus)
• Proficiency with CRM systems and other customer support tools, as well as Microsoft Office Suite (Excel, Word, and Outlook)
• Excellent verbal and written communication skills with a strong ability to resolve issues under pressure
• A passion for mentoring and assisting team members to deliver exceptional service
• Highly organized with the ability to manage priorities and meet deadlines in a fast-paced environment
• Empathy and a customer-first mindset, with the ability to connect with diverse populations
• Experience creating and maintaining customer service reports and metrics

nonprofit experience

• medical, vision, dental, and life and disability insurance
• eligible to enroll in our company 401(k) plan