Customer Service Representative

As a Customer Service Representative (CSR), you will deliver exceptional donor service across multiple communication channels while representing our nonprofit clients in accordance with established standards and guidelines. You will support donor engagement by processing transactions, maintaining accurate donor records, handling secure physical and electronic donor materials, and providing professional, high-quality service with every interaction.

This is a full-time, on-site position that plays a vital role in maintaining operational excellence, security, and compliance. You'll work within a collaborative contact center environment where you'll receive ongoing training, coaching, and real-time support while using secure systems and company-provided resources to deliver outstanding service and meet client expectations.

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 and the largest marketing, data, and fundraising company in North America, serving the purpose-driven industry with clients across education, association, political, and commercial sectors.

Check out www.WeAreMoore.com for more information.

Your Impact:

• Provide exceptional donor service across phone, email, text messaging, web chat, and social media platforms
• Process donor transactions and maintain accurate donor records using company systems
• Handle confidential donor information and payment details while following security and PCI compliance standards
• Follow client-specific work instructions, scripts, and service guidelines to ensure consistent, high-quality service
• Accurately collect, verify, and enter donor information with a high level of attention to detail
• Navigate multiple systems and resources while assisting donors efficiently
• Participate in onboarding, ongoing training, and cross-training across clients and service channels
• Apply coaching and feedback to continuously improve performance and service quality
• Monitor assigned work queues, tasks, and communications while maintaining schedule adherence
• Communicate effectively with leadership regarding questions, escalations, and process improvements
• Meet established quality, productivity, accuracy, and service level expectations
• Support operational tasks such as direct mail processing, payment processing, donor record research, and recovery efforts during lower call volumes
• Maintain confidentiality and proper handling of donor materials and client information
• Utilize company-issued equipment and secure systems in accordance with company policies
• Maintain consistent attendance and availability according to scheduled work times
• Perform additional donor service and administrative duties as assigned

Your Profile:

• High school diploma or GED preferred
• Previous customer service, contact center, or related experience preferred
• Strong verbal and written communication skills
• Excellent customer service and interpersonal skills
• Strong organizational skills and attention to detail
• Ability to multitask and prioritize in a fast-paced environment
• Strong problem-solving and critical thinking skills
• Ability to accurately enter and manage data
• Comfortable learning multiple computer systems and software applications
• Ability to maintain confidentiality and handle sensitive information responsibly
• Dependable with a strong work ethic and commitment to attendance
• Ability to collaborate effectively within a team environment
• Ability to lift up to 25 lbs and move throughout the facility as needed

How We'll Support You:

• Join the largest marketing and fundraising company in North America serving the nonprofit industry where we prioritize innovation and professional growth.
• Collaborate with industry subject matter experts with over 5,000 employees across the enterprise.
• 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, or veteran status.