Online Customer Service Coordinator (Full-Time) - Posted 01/14/2014
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Rails-to-Trails Conservancy is a national nonprofit organization advocating healthier lifestyles by creating a nationwide network of public trails, many from former rail lines and connecting corridors. Founded in 1986, Rails-to-Trails Conservancy's is headquarters in Washington, D.C., with regional offices in the Northeast, Midwest, West and Florida.
This position is located in RTC's headquarters office in Washington, DC, West End/Dupont Circle area, and is easily accessible by Metro via Dupont Circle or Foggy Bottom stations.
Membership Customer Service provide customer service for all membership inquiries from the main line, 800#, general voice mail box and Membership email box. Maintain full understanding of breadth and depth of the RTC's giving opportunities. Proactively resolve membership support issues, secure donation information, update constituent records in multiple databases. Maintain working knowledge of RTC's backend systems, support vendors, proceses and databases to resolve customer services needs and update records accordingly.
TrailLink Customer Service provide customer service for all TrailLink inquiries from the main line and TrailLink support emails. Maintain working knowledge of the TrailLink.com website, mobile apps, functionality on free website and via paid subscription to resolve common customer support issues. Manage user generated content on TrailLink.com including daily review and approval of users photo and review submissions.
Manage RTC Info Email Box: Delete all auto responders; provide customer service by responding to all membership and TrailLink support issues and forward the remaining emails to RTC staff as appropriate.
Front Desk: Greet visitors, receive deliveries and route them to appropriate staff, schedule conference rooms for RTC and subtenants. Sort incoming mail. Attend Membership and TrailLink meetings to maintain knowledge of potential support issues.
Contribute to program improvement by providing customer feedback to Senior Directors of Development and Sr. Director of TrailLink.com.
Assist with other TrailLink and Membership duties as assigned.
None, this position does not have direct reports.
Work 8 hours schedule from 9-5 pm Monday Friday; Multi-tasking and prioritizing capability; exemplary attendance and punctuality.
Associate Degree, Bachelors Degree a plus; minimum one year experience in a customer service setting; knowledgeable of customer service principles and practices; excellent written and verbal communication skills; keyboarding skills; understands basic principles of websites, browsers and mobile technology; experience working with databases; experience with Convio, Winfunds and Winfunds online a plus; and proficient navigating websites, mobile devices, payment gateways, and login processes.
Normal office setting with low to moderate noise level.
RTC reserves the right to revise, change or reclassify this job description at any time in accordance with RTC's business needs. This job description is by no means an implied contract.
How to Apply: (Please use one form of transmitting your resume. No phone calls please) Send cover letter and resume to:
Duke Ellington Building
Attn: Elton Clark, Human Resources Office
2121 Ward Court, 5th Floor
Washington, DC 20037
RTC is an equal opportunity employer and seeks qualified candidates regardless of race, color, gender, disability, or national origin. Women and diverse applicants are encouraged to apply.