Job Summary:

The Customer Service Representative (CSR) position is responsible for delivering donor service across multiple communication channels, representing client organizations in alignment with established expectations and guidelines. This role supports donor engagement by processing transactions, maintaining accurate donor records, physically handling secure physical and electronic donor materials, and ensuring consistent, professional communication. Regular, full-time, and predictable on-site attendance is an essential function of this position. The essential functions of this role must be performed at the Company's designated worksite and are not designed to be performed from a remote or home-based location. This requirement is based on the nature of the work and the operational, security, confidentiality, client-service, and compliance obligations of the position, including the need to access secure systems in a controlled work environment; handle, process, safeguard, scan, store, and route physical donations and donor-related materials; use Company-provided equipment and resources; comply with PCI, confidentiality, client, and internal security requirements; receive real-time supervision, coaching, quality review, escalation support, and training; and maintain schedule adherence and service levels within a managed contact-center environment.

Duties/Responsibilities:

Handles donor interactions across multiple communication channels, including phone, email, SMS/text messaging, social media platforms, and web-based chat, in alignment with client expectations and organizational standards while working from Companyapproved systems, equipment, and resources located at the designated worksite. Processes physical donations, updates donor records, and completes required system documentation accurately within client databases and internal systems using secure onsite procedures, equipment, and workflows. Follows established Work Instructions, scripts, and client-specific guidelines to ensure consistent, compliant, and high-quality service delivery within the Company's supervised worksite environment. Maintains data accuracy and attention to detail when collecting, verifying, and entering donor information from physical and electronic source materials. Handles confidential and PCI-sensitive donor information including physical donations, payment information, donor forms, mail, and related materials, in accordance with company policies, security standards, and client requirements at the designated worksite. Utilizes multiple systems and resources simultaneously, including client databases, internal platforms, and reference materials, while actively engaging with donors and while maintaining compliance with on-site security, monitoring, and access-control requirements. Participates in required training programs, including onboarding, ongoing skill development, and cross-training across clients, channels, and service functions, including in-person training, coaching, quality review, and real-time performance feedback. Demonstrates the ability to apply training, reference materials, and feedback to daily responsibilities and donor interactions in the on-site work environment. Monitors and responds to assigned work queues, tasks, and communications in a timely manner to support operational efficiency and service expectations while maintaining required availability and schedule adherence on-site. Communicate effectively with leadership and support teams regarding questions, process clarification, or identified gaps in Work Instructions or procedures including real-time escalation of donor, payment, security, mail-processing, or client-specific issues that require immediate on-site support. Tracks and reports assigned activities in alignment with department requirements, including identifying and escalating tasks that fall outside of standard client guidelines or require supervisory review, secure handling, or physical processing. Contributes to achieving established department service level standards by maintaining availability, responsiveness, and adherence to assigned schedules at the designated worksite. Maintains individual performance in alignment with established Contact Center KPIs, including quality, productivity, accuracy, and adherence expectations as measured through Company systems, quality-monitoring processes, and supervisory review. Supports operational tasks during periods of lower interaction volume, including physical direct mail, physical credit card processing, donor record lookups, and recovery-related efforts, all of which require access to physical materials, secure on-site systems, and Company-controlled resources. Supports additional donor service functions and administrative tasks as assigned to meet departmental and organizational needs including tasks that require in-person coordination, secure handling of donor materials, use of on-site equipment, or immediate access to supervisors and support personnel. Maintains confidentiality, security, and chain of custody of physical donor materials, payment information, mail, records, and client-related information while working within the Company's controlled worksite. Uses Company-issued equipment, secure workstations, approved communication tools, and controlled-access systems in accordance with Company and client requirements. Maneuvers within the worksite as needed to retrieve, process, deliver, secure, or coordinate physical donor materials, mail, documentation, and related items

Education and Experience:

High school diploma/GED preferred. Proven work experience in customer service/call center, or equivalent work experience is preferred.

Physical Requirements:

Individuals are required to sit at least 2/3 of the scheduled work shift. Individuals must be able to lift and /or move up to 25 pounds. Ability to maneuver between departments at a minimum of 100 feet, maximum of 600 feet at a time. Ability to work on-site for the full scheduled shift, including regular and predictable attendance at the designated worksite. Ability to access and use on-site equipment, secure workstations, physical files, mail, payment-processing materials, and other Company-controlled resources necessary to perform the essential functions of the position.

Pay:

From $15.00 per hour Expected hours: No less than 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Retirement plan Vision insurance

Work Location:

In person