Customer Service Specialist
The Customer Service Specialist will resolve constituent donation inquiries, including service desk requests, telephone inquiries, and internal staff requests.
Essential functions and responsibilities include, but are not limited to:
- Provide timely resolution to constituent donation inquiries, and chapter requests, that are received through the service desk, contact center, or telephone.
- Collaborate with others within the organization to research constituent inquiries.
- Use information received from internal and external stakeholders, along with knowledge of business practices, in order to determine the proper course of action to resolve requests.
- Enter transactional data into donor databases by manual and automated processes in order to resolve inquiries.
- Communicate with outside vendors, including contact center and gift processing vendors, to ensure proper adherence to developed business rules.
- Assist in the development and documentation of operational processes.
- Bachelor’s Degree required
- Three to five years of professional experience required
Knowledge, Skills and Abilities
- Experience in providing training to staff in person and through remote applications
- Experience with a Customer Relationship Management (CRM) system, specifically Blackbaud products
- Experience with Team Approach database
- Basic accounting knowledge
- Working knowledge of relational database systems
- Proficient with MS Office Suite, with advanced knowledge of MS Excel
- Excellent written, verbal, and interpersonal communication skills
- Strong analytical and problem solving skills
- Ability to handle multiple tasks simultaneously
- Excellent organization skills
Position Location: Chicago, IL
Full time or Part time: Full Time
Position Grade: 503
Reports To: Associate Director, Customer Service
Who We Are:
The Alzheimer’s Association is the leading voluntary health organization in Alzheimer’s care, support and research. Our mission is to lead the way to end Alzheimer's and all other dementia- by accelerating global research, driving risk reduction and early detection, and maximizing quality care and support.
At the Alzheimer’s Association, our employees are at the core of all we do. Our network of more than 1,900 employees across the United States makes a difference each and every day for those impacted by Alzheimer’s and those at risk for the disease.
We warmly invite qualified applicants to consider this opportunity to make a life-changing impact on the millions living with Alzheimer’s, their caregivers and those that may develop the disease in the future. Read on to learn more about the role, then visit our website www.alz.org/jobs to explore who we are and why we've been recognized as a Best Place to Work for the last twelve years in a row.
At the Alzheimer's Association®, we believe that diverse perspectives are critical to achieving health equity - meaning that all communities have a fair and just opportunity for early diagnosis and access to risk reduction and quality care. The Association is committed to engaging underrepresented and underserved communities and responding with resources and education to address the disproportionate impact of Alzheimer’s and dementia.
The Alzheimer’s Association is committed to diversity, equity and inclusion in the workplace and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Employees working 24 hours/week or more are eligible for a comprehensive benefits package, including medical, dental, vision, flex accounts, short and long-term disability, life insurance, long term care insurance, tuition reimbursement, generous Paid Time Off, 12 annual holidays and Paid Family Leave, as well as an annual Cultural & Heritage Day and Volunteer Day of their choosing. They are also eligible for our gold standard 401(k) retirement plan.
Full time employees (37.5 hours/week), will enjoy all of the above plus an annual School Visitation Day and an Elder Care Facility Day of their choosing.