Client Services Representative (CSR) (Administrative)
As aBilingual Client Services Representative (CSR), you will manage one-on-one donor and customer relationships on behalf of Moores clients. You will engage with callers through inbound and outbound calls, manage client-facing emails, and ensure that every interaction delivers exceptional service in both English and Spanish. Your focus will be on providing accurate information, a positive experience, and consistent client representation.
Moore is a data-driven constituent experience management (CXM) company achieving accelerated growth for clients through integrated supporter experiences across all platforms, channels and devices. We are an innovation-led company that is the largest marketing, data, and fundraising company in North America, serving the purpose-driven industry with clients across education, association, political, and commercial sectors.
This is an on-site position at our Tulsa, OK, location.
Check out www.WeAreMoore.com for more information.
Your Impact:
Answer incoming calls promptly and professionally to assist customers.
Process orders accurately, including providing quotes, discounts, and shipment details.
Respond to inquiries regarding orders, inventory, freight options, and terms.
Resolve customer complaints efficiently and professionally.
Place outbound calls for donor follow-ups, invalid donation recovery, thank-you calls, or promotional updates.
Respond to client-facing emails using approved scripts and work instructions.
Accurately record caller information in client databases.
Participate in client trainings, conference calls, and visits as directed.
Provide feedback to improve client work instructions and assist with error resolution.
Meet department goals such as maintaining an 80/20 service level (80% of calls answered within 20 seconds).
Achieve a minimum score of 90% or above on monthly quality assurance monitored calls.
Maintain professionalism, confidentiality, and positivity on all calls.
Your Profile:
Bilingual in English and Spanish strongly preferred.
High school diploma or GED required.
2+ years of customer service or call center experience preferred.
Strong communication and interpersonal skills.
Excellent organizational and time management abilities.
Detail-oriented with accurate data entry skills.
Critical thinking and problem-solving skills.
Proficient in Microsoft Word and Excel, with the ability to learn client databases.
Professional phone and email etiquette with the ability to remain composed under pressure.
How Well Support You:
Join the largest marketing, data, and fundraising company in North America serving the nonprofit and purpose-driven industry, where innovation and professional growth are prioritized.
Collaborate with industry subject matter experts across an enterprise of over 5,000 employees.
To help you stay energized, engaged, and inspired, we offer a wide range of benefits, including comprehensive healthcare, paid holidays, and generous paid time off so you can have the time and space to recharge and pursue your other passions and be with the people you care about.Moore is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
