Associate Specialist

The Associate Specialist, Member Solutions, triages and resolves WWF member inquiries escalated from Member Solutions Call Service Center (CSC).  Responsible for researching and resolving complex supporter issues by determining levels of urgency, resolving donor issues and/or forwarding inquiries to appropriate WWF staff.   Improves Members’ experiences with WWF by working to solve problems, improve systems and recommend workflows to colleagues, including both internal and external stakeholders. Provides world class donor service and communications with WWF’s members and the general public.

Responsibilities:

• Triage/solve member requests escalated from WWF’s CSC, including updates to supporter records in multiple CRM systems and donation processing platforms.  Reviews member mail for appropriate treatment and is responsible for contacting members when necessary. 
• Serves as point of contact for the team on functionality for WWF’s email correspondence platform (Zendesk ) by leveraging its features to create efficiencies for donor correspondence. Creates and maintain ticket triggers, key words and linked incidents to ensure optimized workflows and allow for robust reporting.
• Contributes to the Operational Resource Guide for the CSC vendor.  Regularly updates it to reflect business rule changes and WWF programmatic changes to ensure accurate resolution of donor inquiries. Assists as needed with live vendor training sessions. Participates in regular meetings and performance reviews with vendors to answer questions and provide guidance on how to appropriately handle member interactions.
• Identifies and watches for trends, processing errors, or other issues which may affect Member Solutions and WWF supporters. Contributes to meetings, analyses, and other efforts to improve or solve issues. Assists with documentation and development of new procedures to prevent problems from recurring. Assists with quality control assessments with CSC to provide feedback on agent performance.
• Assists on special projects as directed by Member Solutions Manager which improve the donor experience via all channels of communication: phone, website, email, online chat, or other.

Skills and Abilities:

• A Bachelor’s degree is desired along with a minimum of 2 years of related work experience
• Knowledge and understanding of practices applicable to customer service, customer satisfaction and vendor supervision
• Strong problem-solving aptitude
• Ability to successfully work with members, colleagues from a variety of departments, and outside vendors
• Project management and organizational skills
• Excellent written, verbal and interpersonal communication skills
• Strong attention to detail and ability to set and meet deadlines
• Ability to complete work independently
• A strong commitment to providing quality service
• Experience with CRM databases required
• Committed to building and strengthening a culture of inclusion within and across teams.
• Identifies and aligns with WWF’s core values: Courage, Integrity, Respect, and Collaboration:
• Demonstrates courage by speaking up even when it is difficult, or unpopular.
• Builds trust with colleagues by acting with integrity, owning mistakes, and holding oneself accountable.
• Welcomes other points of view and ideas, recognizing and embracing different and contrary perspectives with kindness, curiosity, and encouragement.
• Makes conscious efforts to promote cooperative practices, behaviors, and ways of working across many groups and individuals.

Responsibilities:

• Triage/solve member requests escalated from WWF’s CSC, including updates to supporter records in multiple CRM systems and donation processing platforms.  Reviews member mail for appropriate treatment and is responsible for contacting members when necessary. 
• Serves as point of contact for the team on functionality for WWF’s email correspondence platform (Zendesk ) by leveraging its features to create efficiencies for donor correspondence. Creates and maintain ticket triggers, key words and linked incidents to ensure optimized workflows and allow for robust reporting.
• Contributes to the Operational Resource Guide for the CSC vendor.  Regularly updates it to reflect business rule changes and WWF programmatic changes to ensure accurate resolution of donor inquiries. Assists as needed with live vendor training sessions. Participates in regular meetings and performance reviews with vendors to answer questions and provide guidance on how to appropriately handle member interactions.
• Identifies and watches for trends, processing errors, or other issues which may affect Member Solutions and WWF supporters. Contributes to meetings, analyses, and other efforts to improve or solve issues. Assists with documentation and development of new procedures to prevent problems from recurring. Assists with quality control assessments with CSC to provide feedback on agent performance.
• Assists on special projects as directed by Member Solutions Manager which improve the donor experience via all channels of communication: phone, website, email, online chat, or other.
• Performs other duties as assigned.

Qualifications:

• A Bachelor’s degree is desired along with a minimum of 2 years of related work experience
• Knowledge and understanding of practices applicable to customer service, customer satisfaction and vendor supervision
• Strong problem-solving aptitude
• Ability to successfully work with members, colleagues from a variety of departments, and outside vendors
• Project management and organizational skills
• Excellent written, verbal and interpersonal communication skills
• Strong attention to detail and ability to set and meet deadlines
• Ability to complete work independently
• A strong commitment to providing quality service
• Experience with CRM databases required
• Committed to building and strengthening a culture of inclusion within and across teams.
• Identifies and aligns with the core values of the WWF organization: Courage, Integrity, Respect & Collaboration

Source:  https://careers-wwfus.icims.com/jobs/3508/associate-specialist,-member-solutions/job?mobile=false&width=1000&height=500&bga=true&needsRedirect=false&jan1offset=330&jun1offset=330