DescriptionJob SummaryThis position plays a vital role in providing exceptional customer service to West Virginia University Foundation (WVUF) and West Virginia University (WVU) constituents and donors. The primary responsibility is answering incoming calls and emails, greeting guests promptly and effectively, and addressing customer inquiries and concerns with a calm, engaging and professional demeanor. In addition to providing direct customer support, this role will assist the team with other general office duties and projects involving constituent engagement, gratitude and additional philanthropic initiatives.Duties and Responsibilities
- Professionally answer WVUF and Donor Engagement calls and emails and appropriately address customer needs and/or direct calls.
- Greet/help in-person guests at Foundation offices who may need assistance via the kiosk system.
- Update and maintain constituent records in CRM through Foundation Services, Service Center.
- Support recognition and celebration programs such as but not limited to birthdays, loyalty, gift communication, sympathy, etc.
- Assist with the production of customized donor recognition pieces as needed, such as reports, photo books, framed pictures/art, medallions and/or gifts.
- Coordinate mailings, printing, labeling and packaging of items.
- Update the Foundation calendar when appropriate and assist with scheduling needs.
- Provide other communication and administrative support for the unit as needed.
Qualifications
- A minimum of a bachelor's degree is required. Two years of experience in donor engagement, customer service or other related fields is preferred.
- A conversationalist
- Inquisitive problem solver
- Ability to analyze issues and identify possible solutions
- Excellent computer skills, Microsoft Office Suite
- Attention to detail
- Excellent writing skills, grammar and punctuation
- Ability to work with staff from all services and at all levels
- Ability to plan and prioritize own workload
- Excellent organization and time management
- Excellent interpersonal communication skills
- Ability to be flexible and prepared to exercise initiative
- Have a positive demeanor, patience and sense of humor
Physical requirementsWhile performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use his/her hands and fingers, to handle or feel. The employee is required to stand, walk, reach with arms and hands, and possibly, at times, climb or balance, stoop, kneel, and lift up to 20 pounds. Vision abilities required to perform this job include close vision. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions.Supervisory ResponsibilitiesNoneOther DutiesThe position is expected to be full-time in the office at One Waterfront Place, 7th floor, Morgantown in alignment with the WVUF work/telecommuting policy.Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.