Position:              Customer Service Agent, Customer Relations - Operations Team

Category:            Part-Time, Temporary

Location:             New York, NY

Posting Date:     July 2011

Organization Overview

DonorsChoose.org engages the public in public schools by giving people a simple, accountable, and personal way to do something about educational inequity. Public school teachers from every corner of America post classroom project requests on our site. Then, “citizen philanthropists” can support the projects that most inspire them. To date, more than 180,000 teachers and 5 million students from low-income families have received $85 million of books, art supplies, field trips, and other resources. Fast Company recently named DonorsChoose.org the first nonprofit to make the list of the World’s 50 Most Innovative Companies, and GOOD magazine highlighted DonorsChoose.org as one of 30 Places We Want to Work. Learn more at DonorsChoose.org/about.

Team Overview
The Operations Team delivers on the DonorsChoose.org mission.  We work directly with teachers, donors, and suppliers to enable an effective, streamlined user experience.  To ensure the end-to-end integrity of every project request, the Operations Team manages communications and systems that guide projects from submission through fulfillment.  We also coordinate the donor thank-you process, the rewarding final touch to the work performed by DonorsChoose.org.  With a focus on productivity gains, continuous improvement, and scalable technology to better serve teachers and donors, the Operations Team collaborates daily with other teams to keep our program running smoothly.  And we have a lot of fun.

The Customer Relations Team oversees many aspects of the teacher and donor experience, including customer service correspondence with teachers and donors and maintenance of our school database – a critical piece of our program to ensure we are serving all eligible public schools and providing accountability for our donors.

This position will focus on resolving and responding to various types of customer service inquiries from our teacher users, and verifying requests to add or change school information.

Position Responsibilities

· Use our internal database to find and interact with information about users, projects and schools

· Collect, enter, and organize data from various sources

· Answer teachers’ questions via email

· Reach out to teachers and schools by phone to gather information

· Quickly learn new processes and skills to adapt to changing customer service needs

· Identify and communicate patterns and recurring issues in customer service inquiries

Position Qualifications

The right candidate is motivated by our mission and entrepreneurial, goals-driven culture.  We seek a team player who is/has:

· Outstanding communication skills

· Strong work ethic

· Thorough, self-sufficient and able to follow detailed instructions

· Comfortable with administrative and repetitive tasks

· Ability to learn quickly in fast-paced environment, creatively solve problems

·  Strong computer skills

· Bachelor’s degree is not required but is strongly preferred

Hours & Compensation

This is a part-time, temporary position with a time commitment of 15-20 hours/week for at least 8 weeks, with 2 weeks of training for 8 hours/week. Hours will be flexible based on the candidate’s schedule, but must fall during our business day (10AM to 6PM Monday-Friday). Compensation is $14 per hour.  The position is for an immediate start and candidates must be available for at least three months from the start date and able to work out of the DonorsChoose.org national office in midtown Manhattan.

To Apply

Send an email with one attachment containing both a resume and cover letter to crjob(at)donorschoose(dot)org. Include only “Data Processing and Customer Service Agent” in the subject line. In the email’s body, please indicate how you heard about the position. No calls, please.

DonorsChoose.org is an equal opportunity employer committed to developing the skills and leadership of people from diverse backgrounds.