Client Services Administrator - Remote
What do we do?
ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.
Limitations:
>>>>> Due to our current client contracts, we are unable to hire INTERNATIONALLY and in these states at this time: CT, MA, DE, DC, NJ, NY, NV, CA, OR, RI, MT, MN, ID, WY, WA, AK, HI, PR
All applicants applying from these states or internationally unfortunately cannot be considered.
Summary of Role
The Client Services Administrator provides essential support services to the client services team. This role reports to the Director of Client Services. Primary duties include support to the entire Client Services/Account Executive department, by managing full resolution of tickets, overseeing client email communications, and addressing pledge errors. Liaison between other departments and Client Services/Account Executive Team.
What will you do?
- Take notes for the Director of Client Services at required meetings such as the BiWeekly Team Meeting
- Assist with quarterly Public Media drive preparation
- Assist with resolving Client Services JIRA Tickets
- Create and update Knowledge Base Articles
- Create new Calls Without Walls credentials
- Communicate directly with clients by providing Springboard, Allegiance, and ROI errors when needed
- Pull, listen to or email call recordings
- Functions as liaison between client companies and operations staff.
- Strives to resolve problems independently.
- Assists in negotiating work agreements, quotes and client contracts in conjunction with Director.
- Participates in important business/trade events onsite and virtually as needed that impact
business unit.- Performs other duties as assigned by management
What does it take?
- 3+ year experience working in a virtual contact center environment.
- Knowledge of Microsoft Office products (Excel, Word, Outlook).
- Proven experience as call/contact center supervisor or similar position
- Bachelor’s Degree in Business or Communications preferred.
- Experience in high level customer service is required.
- Knowledge of performance evaluation and customer service metrics.
- Outstanding communication and interpersonal skills.
- Excellent organizational and leadership skills with a problem-solving ability.
How we will support you?
- Remote Work – No commute time to the office
- Equipment Provided:
Laptop
Headset
Monthly Internet Stipend
- Benefits:
Medical/Vision and Dental Insurance
Flexible Spending Account / Health Savings Account
Personal Accident Insurance
401(k)/Roth with matching
Tiered PTO based upon length of employment
Discounts & Life Services offered through Optum EAP
- Team Environment – The opportunity to work with a great team who strives for excellence, where the average tenure is well over 6 years. (Not bad for a company who has been in business for 20 years!)
**ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law.
