DonorsChoose.org is hiring! Help us grow our Operations team!

Customer Service Manager at DonorsChoose.org

Organization Description

DonorsChoose.org is a simple way to fulfill needs and foster innovation in our public schools.  At this not-for-profit web site, teachers submit projects for materials or experiences their students need to learn. These ideas become classroom realities when concerned individuals, whom we call Citizen Philanthropists, choose projects to fund.

To ensure the integrity of its philanthropic marketplace, DonorsChoose.org screens every teacher project, purchases the resources from our vendors, and compiles photos, student thank-you letters, and an expenditure report for each donor.

On November 15, 2007, DonorsChoose.org opened its doors to every public school in the nation. Though the idea is simple, a great deal of work goes into making it a reality. We need your help!

The area: Operations

The Operations Team keeps DonorsChoose.org running.  Among a variety of activities, we field teacher inquiries, order materials, and process all the "thank-you" notes that teachers and students send to the donors who fund their projects. Operations team members should be motivated, organized, responsible, accountable, knowledgeable and able to work in a fun, fast-paced, team-oriented environment.

The role: Customer Service Manager

The Customer Service Manager will be immediately responsible for ensuring that our 50,000+ active teachers receive fast and helpful answers to their questions.  In the long-term, this individual will be responsible for scaling our customer service operations so that we can serve 300,000 teachers by 2010.

This individual will be expected to lead an overview of our customer service processes and systems and to implement enhancements to ensure we continue to provide excellent customer service as we grow.  This will be accomplished by selecting, designing, and implementing a customer service system that will balance human interaction with automated features.

Additionally, the Customer Service Manager will be responsible for fielding some teacher inquiries; standardizing the tone of our customer service replies; and developing, collecting, and ensuring we are meeting our customer service metrics.

Qualifications:

· Customer service experience

· Management experience a plus

· Enthusiasm for trouble-ticketing tools, web chat, click-to-call, etc, and ability to oversee the implementation of these technologies

· Ability to develop specifications and requirements for customer service systems and associated processes/work flow

· Excellent communication and writing skills

· Ability to conceive and execute a wide variety of projects quickly while working with limited resources

· Creativity, independence, organization, focus, detail orientation, and desire to work in a fast-paced start-up environment

· High degree of computer and internet literacy (proficiency in Microsoft Office required, knowledge of SQL preferred) and comfort in an online environment

Benefits:

· Located in midtown Manhattan near Penn Station

· Full health benefits

· Flexible hours

· Generous vacation time

· Fun and creative work environment

· Salary commensurate with experience

Application Instructions:

To Apply: Send your resume, cover letter and the name and phone number of two references to Suzanne Swanson via e-mail: suzanne (at) donorschoose (dot) org. Please include the title "Customer Service Manager" in the subject line.