Coordinator, Customer Experience

JOB POSTING Job Title: Coordinator, Customer Experience Department: Client Engagement Reports to: Assistant Director, Client Engagement Who We Are: For over 30 years, CAF America has been a leader in enabling cross-border giving to validated charities and charitable projects across the world totaling more than $1 billion. We enable our donors to make strategic, cost-effective, and tax-advantaged gifts through our vetted network of more than 1.9 million charitable organizations in 135 countries, all while reducing the risk, reputation exposure, and administrative burden associated with cross-border giving. At CAF America, we pride ourselves on creating a positive working environment and culture that values all team members’ experience and voices and represents the society we serve. We want to attract, retain, and develop the best of talent at all levels, and provide a leading and great place to work, where every voice matters. Summary: The Customer Experience Coordinator is responsible for direct and impactful support of CAF America’s business operations. Serving as the initial point of contact for incoming donor client and charity partner communications via email, phone, and mail. The Customer Experience Coordinator will provide prompt and knowledgeable assistance to our donor clients and charity partners. Duties and Responsibilities: • Maintains knowledge of CAF America and CAF Canada programs to provide a single point of response and resolution for basic and routine inquiries, support, and questions • Route and expedite incoming communication to the proper stakeholders when resolution cannot be achieved directly • Communicate with donors and grantees to coordinate resolutions for issues pertaining to grant correspondence and the application process • Drafts professional email responses to customer requests and inquiries • Supports customers in updating contact information in Salesforce, IphiCore, or other CAF America systems • Assists customers with password resets and account enabling in software systems and in troubleshooting basic technology or user issues with these systems • Monitors and ensures closure of customer inquiries and issues by self or a stakeholder by following up timely and assisting with communication as required • Handle sensitive information regularly in compliance with organizational protocols and legal requirements • Develop, maintain, and follow process documents related to the role and the team Qualifications: • Must be eligible to work legally in the United States • Associate's degree or equivalent combination of education, training, and experience. Computer/Software Experience: • Salesforce • MS Teams • MS Office To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily, with or without accommodation. If you require accommodation to perform these essential functions, please contact the Human Resources Department. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Your health and wellness are important to us. CAF America offers a comprehensive benefits package which includes 100% paid premium for Employee Medical, Dental and Vision insurance along with a Health Savings Account (HSA), Life Insurance, Accidental Death and Dismemberment Insurance, Short- and Long-Term Disability, 401k program with up to 15% match, Employee Assistance Program (EAP) and robust Time Off programs. Annual Salary Range: $54,000 - $57,000 Apply tot his job