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CUSTOMER EXPERIENCE REPRESENTATIVE

NonProfitEasy is a dynamic and growing company and we're looking for a customer-oriented service representative to act as a liaison providing product/service information and resolving any emerging problems with accuracy and efficiency. Looking for a hands-on team member who is used to working in a fast-paced environment and who is not afraid to do what it takes to get the job done.

Our goal is to maintain high customer satisfaction and ensure excellent service standards.

Responsibilities
  • Effectively manage large volume of incoming calls and support tickets
  • Serve as the first point of contact for customers seeking assistance over the phone, email or through support tickets
  • Troubleshoot through pertinent questions and techniques or explain the intended use of feature/functionality and how to use it
  • Determine and clearly communicate the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of technical team
    • Provide accurate information on products or services
  • Record events, problems and resolutions
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible enhancements on procedures or software
  • Handle complaints, provide appropriate solutions and alternatives within established time limits and follow up to ensure resolution
  • Follow communication procedures, guidelines and policies
  • Seize opportunities to upsell products when they arise
Requirements
  • Proven experience as a help desk technician or other customer support role
  • Tech savvy with working knowledge of office automation products and databases
  • Good understanding of computer systems, mobile devices and other tech products
  • Strong phone and verbal communication skills along with active listening
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different personality types
  • Ability to multi-task, prioritize, and manage time effectively
Additional Information

Entry level position, starting $14 - $16 based on experience

Full time

Send resume and cover letter to:missy.singh@fundly.com 


RAILS DEVELOPER

Wanna work on something worthwhile? Come help NonProfitEasy change the way people view online giving and do some good for the world. We are looking for a developer to join the team and work with our Rails stack. We are very buzzword compliant: Coffeescript, Backbone.js, ActiveRecord, AWS, EC2, RDS, ElasticSearch...

As a core member of the development team your responsibilities will include:

  • Completing user stories on features from front-end to back
  • Testing and QA
  • Pair programming
  • Taking an active role in the future of our product, that means sitting with product and designers on an almost daily basis to get the job done!
Desired Skills & Experience

We're looking for someone who:

  • Has battle scars from working with Rails, Coffeescript, RSpec, Jasmine etc
  • Comfortable switching between front-end and back
  • Likes getting their hands dirty and hacking to find a solution to difficult problems
  • Sees software development as a craft and not just a job 

Bonus points if you:

  • Have skills and interest in deployment environments
  • Have written Capistrano (or Fabric) scripts
  • Interested in performance tuning a Rails stack (caching etc…)
  • Have a favorite KPOP star
  • Have experience with newer Rails servers (Thin, Unicorn, Puma etc.)
  • Can write hubot scripts
  • Enjoy beers on days ending in 'y'
Company Description

Easy, Social Fundraising.

NonProfitEasy and its suite of products is the leading online fundraising platform for nonprofits, schools, politic groups, and cause-based organizations. To date, NonProfitEasy has raised more than $230M from over 300,000 individual givers.

  • Easy-to-use social fundraising platform engaging donors’ social graph in the   fundraising experience
  • Platform proven to improve donor engagement by 10x and increase funds raised by 52.5%
  • $300 billion market in US; low penetration (13% online) but online giving growing 35% annually
  • Helping over 2000 nonprofits, education institutions and political campaigns raise $240 million

Major clients include American Red Cross, Habitat For Humanity, Teach For America, Boise State Athletic Association.

Must be local or willing to relocate - this is not a telecommuting position.

Interested? Please email your resume to nancy.cameron@fundly.com.