OVERVIEW
Cedarstone began in 1993 as one friend helping another establish a nonprofit. We discovered
that when Cedarstone provides accounting and donation services to nonprofits, it enables
nonprofit staff to pour more energy into their mission. Today, Cedarstone is an international
business services organization with 200+ clients (mainly Christian) that are changing the
world!
As a Donor Care Specialist you are the customer service face of Cedarstone at our front desk.
When guests enter our building or reach out via phone/email, they interact with you. You
address with warmth and professionalism a variety of inquiries, including questions about
donations to our client organizations. You convey a positive impression about Cedarstone
and its services. This includes collaborating with multiple teams to meet service expectations.
- Salary: $18-$19/hour
- Job class: PT afternoons, Monday - Friday 12:15 pm - 4:30 pm.
- Reports to: Team Lead.
- Location: Cedarstone’s headquarters in Wheaton, IL
- Environment: A friendly, collaborative place where people work as a team.
- Travel: None other than occasional local errands.
SUCCESS MEASURES
- Communication response time. Respond to 95% of inquiries within 24-hours of
receiving them, during normal business hours. This includes inquiries from donors,
clients, and Cedarstone staff.
- Embody Cedarstone’s 4 core values: Own our promises, do the right things the right
way, ask the next question, and we’re in this together.
RESPONSIBILITIES
External Customer Service (80%)
- In-person. Be the face of Cedarstone by warmly greeting and welcoming guests to
the Wheaton office. Accompany guests to the appropriate meeting space or person.
Receive deliveries, and sort and distribute mail.
- Phone. Answer and respond to phone calls coming in on multiple lines from
Cedarstone clients, their donors, and other sources.
- Email. Respond to and/or forward incoming emails.
- Nature of communication. Communicate with each donor in a thoughtful way, as if
you worked directly for the client organization that a donor is supporting. Proactively
ask questions to clients and donors related to donations that may need investigation.
Respond to questions and follow up on action items in a timely, thorough manner.
- Donation system updates. Update donor records and donation information in client
CRM systems and payment processors.
Internal Customer Service (15%)
- Cross-functional orientation. Understand how Donor Care works cross-functionally
with other Cedarstone teams for efficient service delivery to clients.
- Communication to Donation Specialists on any client work you have performed, i.e.:
- Researching data to ensure accuracy of recorded transactions.
- Assist in sending donation acknowledgements and receipts.
- Teamwork. Assist staff across Cedarstone with administrative tasks. Provide backup
coverage to other Donation staff as needed.
- Training. Participate in prescribed training for your growth and development.
- Support. Ask for support from your supervisor and others that can help resolve client
problems and enhance communication with clients.
General (5%)
- Document processes to ensure work could be carried on by someone else.
- Perform other responsibilities as assigned and attend various Cedarstone meetings.
QUALIFICATIONS
- Experience and education
- 1+ year experience working in an office environment.
- Experience working in a customer service role.
- Skills
- Can quickly learn and navigate multiple new softwares and systems.
- Good written, verbal, and interpersonal communication skills.
- Problem-solving skills; demonstrate curiosity.
- Organizational abilities.
- Detail-oriented.
- Proficient in managing multi-day task sequences, which may involve
obtaining answers to questions and awaiting the completion of tasks by others
before proceeding with subsequent steps.
- Excellent relationship-building skills that cultivate client trust.
- Attributes
- Team-focused with a commitment to delivering high-quality services to
Cedarstone’s internal staff, external clients, and external donors.
- Ability to work independently as part of a team of where many work remotely.
- Strong ethical standards and integrity.
- Others-focused, curious, asks good questions, and is a great listener.
- Ability to multitask and work with several clients with differing requirements.
- Capable of adjusting priorities and maintaining focus amidst interruptions.
- Demonstrate an attitude of service and willingness to help others.
This job description may not be all-inclusive of the position’s requirements.
Please be sure to add notifications@app.bamboohr.com to your contact list to ensure delivery of all correspondence from us.