Customer Service Specialist

Allegiance Fundraising Group (AFG), LLC provides an end to end Fundraising Solution to US based non-profits that is comprised of Fundraising Strategy and Consulting, Digital Fundraising, Direct Response Mail, CRM Database and Underwriting Software as well as an incentive and loyalty program. We are dedicated to the nonprofit and faith-based broadcasting space and enable our customers to successfully complete their goals.

The Allegiance Technology Solutions division based in Fargo, ND develops and supports fundraising and traffic software for the non-profit broadcasting and media industry. Our fundraising software is the market leader in Not for Profit and Listener Supported Broadcasting. We take pride in being first with innovative features that allow our customers to solve problems and increase their revenue. Our range of products includes Fundraising, Volunteer Management, Traffic & Corporate Support, and Auction Software and a Cloud Solution. 

Role Summary

We are seeking a kind, patient individual with excellent verbal and written communication skills, exceptional attention to detail, and a critical thinker who can bring their skills and experiences to the AFG Services team!  If you enjoy customer interaction, problem solving, and database management, this is the perfect position for you.  The Customer Service Specialist plays a critical role in providing staff augmentation to our clients.

Responsibilities

  • Deliver top-notch customer service to resolve donor issues by phone, email, and ticketing system, including:
    • Payment method changes/updates
    • Questions about premiums/thank you gifts
    • Questions about pledge and payment history
    • Questions about program guide
    • Update donor information in CRM
  • Ensure accurate notes are recorded and documented for all service activities and customer interactions within internal systems
  • Input pledges and payments
    • From both hard copy and banking online remittance view
    • Create and balance cash receipt headers
    • Process credit card and EFT payments
    • Cancel pledges and refund payments
  • Verify and import web transactions
  • Run daily, weekly, and monthly processes
  • Reporting and Data Queries
    • Define queries from specifications
    • Run queries
    • Verify correct data was pulled
    • Download data
  • Manage tickets in ticketing system
  • Pledge Drive preparations
    • Create/update code tables
    • Create/maintain donation pages for pledge drives
  • Other duties as assigned

Requirements

  • Strong interpersonal skills, including patience, empathy, and a positive, customer-friendly attitude
  • Enthusiasm to learn rapidly and work in a dynamic cross-functional team
  • Detail Orientated with a meticulous attention to detail
  • A logical approach to work
  • Ability to prioritize tasks
  • Problem-solving skills
  • Excellent written and verbal communication, including strong phone skills
  • Proficient in use of Microsoft Office products including Outlook, Word, and Excel

Education and Experience

  • Associate degree with two years of administrative support experience
  • Excellent written and verbal communications skills
  • 1 – 3 years of customer service preferred
  • Ability to work under pressure
  • Critical problem solver with a focus on details

Expectations

The Customer Service Specialist will need to be self-driven with attention to detail and time management skills to deliver the best customer service to the customer’s donors. People that tend to succeed in this role are typically kind, patient, situationally aware, detailed, and ready for a challenge.

Type of Position and Hours

This is a Full-time position with average hours between 40 and 45 hours per week. Work hours are generally 8 am to 5 pm but can be flexible when needed.  Salary will depend on experience but will be competitive.  Competitive Benefit Package offered. 

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