Client Services, Support Representative BiddingForGood
As the leading provider of online auction services to the charitable fundraising industry, BiddingForGood seeks a highly-motivated, proactive, ?people person? to join our growing Client Services team as an Auction Support Representative. Half consultative and half technical in nature, this position will offer the qualified candidate countless opportunities to improve the performance of client auctions and processes within the Client Services team and with BiddingForGood as a whole.
Proof of achievement in this position includes: elevated auction outcomes, high customer satisfaction rates, increased renewal business, and a growing sense of contribution to our stellar Client Services team.
The ability to multitask by operating multiple avenues by which customers communicate with us.
Being able to provide customers with the support they need quickly, patiently and with a helpful, friendly demeanor
The ability to make the customer's needs a top priority so they walk away happy and feeling they've been well assisted in achieving their fundraising goals.
Having a keen attention to detail, in order to follow defined internal processes efficiently and effectively.
Displaying creativity when applying and recommending best practices in auction and event management
Having follow-through and assuming responsibility to take-on tasks and performing them well and within deadlines.
The ability to laugh in a fast-paced, demanding, yet rewarding atmosphere.
Providing strategic monitoring and technical assistance to clients as they manage their online and in-room fundraising events
Assuming a consultative role with clients to assist them in having successful fundraising events year over year
Responding quickly and effectively to inbound support inquiries via email, telephone and chat
Providing superior customer advocacy as well as ensuring product feature requests are formally submitted
Sharing in the Auction Experts' responsibility to provide additional evening/weekend hours, as needed
Participating in creating, editing and presenting instructional webinars for clients
Brainstorming additional ways to add value to the services BiddingForGood provides its clients
Contributing to our online KnowledgeBase
Continually devising process efficiencies for our team, and the company
Contributing to the professional development of the entire Client Services team
Other duties as required
A warm, professional, patient, and clear verbal style
Above average verbal, written and interpersonal communication skills
A history of success managing and completing multiple, concurrent projects
The ability to prioritize and meet deadlines in a fast-paced environment
Skillful in managing time, people, and projects
Dedicated to customer advocacy and problem-resolution
Technically proficient, with significant knowledge of the Internet, the MS Office Suite, and chat applications. Knowledge of basic HTML and image editing software also strongly desired.
A sense of ambition, with the initiative to work flexible hours, including intermittent weekend time
A Bachelor's degree, with a minimum of 1 year technical/semi-technical customer support experience preferred
Prior experience in nonprofit development, program management, fundraising, or volunteer management a plus; Experience with auctions or online auctions preferred.
||125 CambridgePark Drive |
Cambridge, MA 02140