Customer Care Representative

Job Title: Customer Care Representative

Category: Customer Experience Department

Location: CaringBridge Office

Organization Summary

Founded in 1997 with a mission to amplify the love, hope and compassion in the world, making each health journey easier, CaringBridge is the largest, oldest and most widely used social networking site for family and friends to communicate with loved ones during a health journey. Based in Minnesota, we are proud of our global reach and nonprofit status with nearly 90% of our funding coming from the people who have experienced the power of CaringBridge firsthand. Since our founding, more than half a million CaringBridge websites have been created and it’s become an indispensable part of many peoples lives. Every 6 minutes, a new CaringBridge website is created for someone experiencing a health crisis.

Primary Objective of Position

To provide world class customer care to CaringBridge authors and visitors. Ensure the best customer experience possible with the utilization of our services while protecting the CaringBridge reputation and liability from misuse.

Duties & Responsibilities

  • Provide world class service to CaringBridge users.

    • Personify our mission to amplify the love, hope and compassion in the world by making each health journey easier.
    • Adhere to CaringBridge Brand Architecture including Brand Voice, Personality, and Value Propositions.
    • Meet department key performance indicators including accurate, kind, efficient and timely responses to users.
    • Stays current on market, competition and trends including tactics, field concepts and practices applying them to strategies when applicable.
  • Responds to live customer care needs by phone, email or live chat within established guidelines.

    • Address user inquiries and how-to questions.
    • Stays current with CaringBridge website information, changes and updates.
    • Promote Learning tools, Resources page, and other CaringBridge services to users.
    • Donations processing and inquiries.
    • Escalate technical malfunctions.
    • Escalate or redirect issues to appropriate resource when necessary.
  • Maintains the help center functionality and processes.

    • Provides insight and recommendations for enhancements based on customer feedback.
    • Frequent review to maintain accurate and relevant Answers for FAQ.
  • Represents the Voice of the Customer to the organization as it pertains to insight or feedback that affects the services of CaringBridge. Use data to support site changes and improvements. Support the Customer Care Manager with the following:

    • Tracking and reporting on user inquiries and issues.
    • Reporting on user survey results.
    • Reporting on new site release success/failures.
    • Operations with and reporting on CaringBridge partnership outcomes.
  • Performs individual responsibilities or tasks related to specific focuses or projects. Examples include donations, collecting feedback, or supporting the preparation of a new site feature.

  • Keeps Manager/Supervisor informed of important developments, potential problems, and related information necessary for effective management. Coordinates/communicates plans and activities with others, as appropriate to ensure a coordinated work effort and team approach.

  • Performs related work as apparent or assigned.

Experience & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

  • Associate’s degree or equivalent preferred.
  • 1-2 years of experience in customer service or position of similar responsibilities.
  • Ability to read and interpret documents and procedural manuals.
  • Ability to successfully manage numerous project simultaneously.
  • Ability to communicate effectively, both orally and in writing with personnel and outside contacts.
  • Ability to present information and respond to questions from coworkers, users, and volunteers.
  • Strong collaboration and teambuilding skills.
  • Excellent organizational and planning skills.
  • Excellent understanding of the diverse needs of internet users.
  • Ability to cope with the rapid pace and constant change associated with the industry.
  • Thorough knowledge of Microsoft applications, data base concepts
  • Knowledge of RightNow Technologies a plus.

To Apply

To respond to this opportunity, please send your resume and salary requirements to:

jobopenings@caringbridge.org

-or-

CaringBridge
Attention: HR
2750 Blue Water Road, Suite 275
Eagan, MN 55121

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