Title: | Customer Service Specialist - Little Free Library |
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ID: | 1492 |
Job Title: | Customer Service Specialist - Little Free Library |
Client: | Little Free Library |
Application Deadline: | N/A |
About Little Free Library
Little Free Library is a nonprofit that builds community, inspires readers, and expands book access for all through a global network of volunteer-led little libraries. We do this through our social enterprise retail operations combined with our philanthropic programs. We are at a historic level of growth and expanding our operations.
Position Purpose:
The Customer Service Specialist is a full-time (1.0 FTE), mid-level position responsible for providing exceptional customer service and operations support. The position will be responsible for providing quality customer service to Little Free Library stewards and supporters. The responsibilities may include, but is not limited to, determining customer needs, responding to email and phone inquiries, resolving problems, maintaining and updating databases, as well as processing orders, invoices & estimates. The Customer Service Specialist will also serve as an integral part of the Operations Team, working to ensure that the highest levels of quality, efficiency, and productivity of operational functions are achieved.
Key Responsibilities:
- Provide excellent customer service via phone, in-person and email to Little Free Library stewards and supporters
- Respond to sales opportunities as they come in, determining if they align with the Little Free Library mission and beneficial for all parties involved
- Respond to inquiries related to Little Free Library programs, services, and products
- Assist in monitoring Little Free Library’s online presence
- Invoice customer and process pay-by-check and phone orders
- Recommend process improvements and new services by collecting customer data and analyzing needs
- Maintain knowledge and mastery of various customer service systems and databases
- Provide clerical support to accounting department
- Prepare and maintain accounting sales documents and records including invoices and estimates
- Establish, develop, and maintain business relationships with current and prospective customers to generate new business for the organization’s products/programs
- Update customer records in the system, including notes about interactions
- Direct customers to online resources
- Provide support to Marketing and Programs departments as needed
Required Skills and Characteristics:
- Excellent written and oral communication skills
- Likes to work within cross-functional teams
- Strong organizational skills
- Ability to be flexible and work well under pressure in a fast-paced, multi-tasking environment
- Must be a “can-do” problem solver who is willing to take responsibility of administrative and operational procedures
- Personable with a customer service mentality that extends to staff as well
- Emotional maturity and adaptable to work load demands and requests
- Ability to utilize complete discretion while handling confidential and sensitive information
- A strong passion for the Little Free Library mission
Required Qualifications:
- A minimum of 3 years of customer service experience, retail and/or e-commerce sales
- Must be comfortable working with a variety of technology platforms. Experience with Google Apps, Microsoft Office, Salesforce (or other CRM), QuickBooks, shipping programs, and e-commerce programs is a plus.
- Experience working in a complex nonprofit organization a plus
Physical Requirements:
- This job primarily takes place within an office setting
- Position is based on a 40 hour week and located at 573 County Road A, Suite 106, Hudson, WI., with some flexibility for remote work
The hourly rate for this position is between $20.00 and $22.00 per hour, based on previous experience. As an organization, Little Free Library is concerned about the ongoing pandemic, and will make every effort to accommodate remote working conditions based on individual needs and the parameters of the job requirements.
Little Free Library is an equal opportunity employer. Persons of color and other diverse candidates are strongly encouraged to apply.