Civitech : Client Success Support Specialist [Hourly Contractor]

Remote

$20 / Hourly

Civitech

Other

Vendor

Please answer the questions in the application process in lieu of cover letter.

https://jobs.lever.co/civitech/06ca05cb-3b5d-4778-9640-a5182c6e0946

Civitech is a public benefit corporation dedicated to creating a fairer and more equitable democracy by building the tools and infrastructure needed to increase civic participation, empower Democratic candidates to win, and support the success of progressive causes. Since its founding in 2019, over 400 partners -- a range of nonprofit organizations, national political committees, and individual campaigns -- have utilized Civitech’s tools to reach tens of millions of voters to help create a more equitable and progressive democracy.

The Client Success Support Specialist is the contact support person responsible for fielding questions or concerns from voters who receive election-related mail from Civitech and our clients. Your main responsibilities will include responding to incoming calls, addressing voter issues, and providing accurate information on voting-related resources. You will utilize effective communication and active listening skills to understand voters' needs and provide appropriate solutions. Additionally, you will maintain detailed records of interactions, process voter requests, and escalate complex issues to leadership for further assistance.

The ideal candidate should possess efficient verbal and written communication skills, a friendly and patient demeanor, and the ability to thrive in a fast-paced environment. Prior experience in a call center or customer service role is preferred but not mandatory. Join our team and embark on a rewarding career where you can make a difference in our democracy every day!

It is important that our team reflects the diversity of the organizations we seek to serve. We strongly encourage women, people of color, people who identify as LGBTQ, and others otherwise underrepresented in the technology sector to apply. 

Responsibilities:
- Handle inbound and outbound calls from voters, addressing their inquiries, concerns, or requests.
- Provide exceptional service by actively listening to voters, empathizing with their issues, and providing appropriate solutions or assistance.
- Accurately document voter interactions, concerns, or requests in Civitech's support software for future reference, reporting, and analysis.
- Handle voter complaints or escalations in a professional and diplomatic manner, aiming to deescalate tense conversations and find a suitable resolution.
- Adhere to established call center procedures, guidelines, and scripts to maintain consistency in communication and ensure compliance with company policies and state laws.
- Efficiently manage call handling time to meet performance targets, such as call duration, call volume, and service level agreements.
- Demonstrate empathy, patience, and effective communication skills when dealing with voters, especially in challenging or stressful situations.
- Potential to support on text chase programs (responding to inbound text messages) via a texting application, as needed.

Requirements:
- Experience working in client success or a call center environment is preferred but not required.
- Effective verbal and written communication skills.
- Active listening skills to understand voter inquiries and concerns.
- Strong customer service orientation, focusing on providing a positive experience.
- Ability to handle difficult or irate voters with empathy and professionalism.
- Proficiency in using computer systems, software, and call center technology.
- Collaborative mindset, working well with team members and supervisors.
- Flexibility to adapt to changing outreach efforts and call center procedures.
- Quick decision-making ability to resolve voter concerns or escalate them appropriately.
- Track record of achieving and maintaining performance metrics, such as average handle time and first-call resolution rates.
- Comfortable working in a fast-paced and occasionally stressful call center environment.
- Availability to work flexible hours, including evenings, weekends, and holidays.
- Conversational Spanish, Chinese, Hindi, Korean, Vietnamese, Punjabi, or Bengali are a plus but not required.

Compensation & Classification:
- This is a short-term contractor position. Position begins in mid-May and goes through July, with potential to extend.
- $20/hour. 
- Hours will vary each week and will be based upon demand. You can expect to work at least 20 hours per week but up to 40 hours per week during periods of high volume.
- The regular hours of operation are 8 am to 8 pm ET Monday - Friday. You will work one six-hour shift per day, either 8 am to 2 pm ET or 2 pm to 8 pm ET.
- Weekend hours may be added from mid October to early November. 
- This position is fully remote.

About our Client Success Team: The Client Success Team is focused on delivering services, building strong relationships with our clients, and ensuring our clients ultimately achieve their electoral goals. This means being responsive, professional, and organized to ensure that clients repeatedly turn to Civitech to achieve their goals. 

_Please note that Civitech is unable to provide visa sponsorship at this time. Civitech provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws._

_No recruiters or agencies, please!_