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Customer Support Specialist job in Somerville

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Employer:  ActBlue,
Country:  United States
City:  Somerville
State:  Massachusetts (MA)
Zip Code:  02144

Customer Support Specialist
REPORTS TO: CUSTOMER SERVICE MANAGER


The Customer Service Team’s role is to serve as the front line of support for ActBlue. Team members are the chief brand ambassadors to ActBlue’s many thousands of donors and campaign and organization admins. The Customer Support Specialist will be a member of a small team that offers efficient, accurate, and friendly assistance to users who contact ActBlue via email, social media and live chat.

This is an entry-level position on the Customer Service team, geared towards a solution-oriented individual with good judgment and a passion for customer support. The Customer Support Specialist will be responsible for monitoring multiple social media channels daily for customer support inquiries. They will also be responsible for fielding support inquiries via email and live chat, and will be the regular point of contact to assist campaigns with direct donor support. This position involves resolving a variety of questions and requests in a timely fashion, so attention to detail, efficiency, and good judgment are a necessity. The ideal candidate will have a desire to learn the ins and outs of our platform and how both donors and campaign and organization admins interact with our tools.

 

ROLES AND RESPONSIBILITIES:
Monitoring and responding to inquiries via Facebook, Twitter, and a variety of other social platforms for incoming support requests from both donors and campaign and organization admins
Work with campaigns and organizations to manage donor-related requests
Field support inquiries via Olark Live Chat
Assist with ActBlue’s internship programming
Act as a resource for donors and committees on a variety of questions about using ActBlue's platform
Process occasional incoming snail mail from donors

 

KEY QUALIFICATIONS:
Excellent communication skills, with a passion for helping people
The ability to work effectively as part of a team to meet and exceed customer service goals
The ability to learn how to monitor, track, and appropriately escalate possible technical issues
Genuine desire to be helpful
Ability to troubleshoot creatively
Excitement about our mission of empowering grassroots donors and increasing participation in our democracy and society. We love what we do, and you should too!

 

DESIRED QUALIFICATIONS:
Experience with customer service
Comfort and/or experience with customer support via social media
Knowledge of political landscape and the ability to handle customer service around politically sensitive issues


LOCATION & COMPENSATION:
ActBlue’s office is located in Davis Square in Somerville, MA, just a few blocks from Boston’s MBTA Red Line train. This posting is for a full-time, in-office, salaried position. We offer a competitive salary and a generous compensation package, which includes commuter benefits, fully paid health, dental, and vision insurance, an employer-sponsored 401k contribution plan, and a flexible time off policy.

 

TO APPLY:
Send a cover letter in the body of an email with the subject line “Customer Support Specialist” to csjobs@actblue.com and attach your resume as a .pdf. Be sure to tell us where you found this job posting in your cover letter. Applicants will be contacted if selected for an interview.

ActBlue is an equal opportunity employer and does not discriminate against candidates on the basis of race, ethnicity, religion, sex, gender, sexual orientation, or gender identity. Women, people of color, LGBTQ individuals, and members of other minority or marginalized groups are strongly encouraged to apply.

ActBlue cannot at this time sponsor work visas.

Job Category:  Non-Profit
Position type:  Full-Time
Company Name:  ActBlue
06/19/17

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