Customer Experience Specialist

Who are we?

Qgiv exists to help people fulfill their passion to make a difference. Founded in 2007, Qgiv now provides thoughtfully-designed, user-friendly fundraising software to more than 6,500 nonprofits in the US and Canada. Nonprofits such as Habitat for Humanity, Big Brothers Big Sisters, Junior Achievement, Humane Societies, and more use Qgiv’s online fundraising tools to delight donors and raise funds for their missions.

We’re guided by our core values: empathy, introspection, honesty + integrity, persistence, openness, respect, and passion. We work hard to meet deadlines and goals, but we also take time to celebrate and have fun! We strive to create a workplace culture in which individuals can be their authentic selves while working towards our company mission. We don’t search for perfect candidates; we look for candidates that are invested in helping us improve while also improving themselves.

We strive to create a workplace culture in which individuals can be their authentic selves while working towards our company mission. We don’t search for perfect candidates; we look for candidates that are invested in helping us improve while also improving themselves.

Workplace culture in which individuals can be their authentic selves while working towards our company mission. We don’t search for perfect candidates; we look for candidates that are invested in helping us improve while also improving themselves.

About the Opportunity

As a Customer Experience Specialist, you’ll have daily interaction with our clients serving as a front-line representative who’s responsive to client needs. You'll address all or any combination of the following requests from clients: emails from our helpdesk, inbound phone calls, chat requests, training requests, and even in-person support at events. In many cases you will have the closest relationships with our clients and be the face of Qgiv for many folks that use our product. We help with everything from tactical event setup, adding options, updating branding, troubleshooting, training etc. -- all with our suite of tools! You must become and remain a product expert to thrive in this role, each day presents new opportunities and questions as our clients’ needs change.

We need a customer-centric candidate with a passion for helping our clients drive success. Are you confident in your skills, empathetic to others, and efficient in your day-to-day time management and prioritization of tasks? You must thrive in an environment that is ever-changing and requires a confident and steady hand to meet the varied needs of our clients. This role necessitates task switching throughout the day, which requires focus and great communication skills. Are you detail-oriented? We believe that the devil really is in the details.

Substantial Department Goals

1. Timely, efficient and competent responses to all inbound requests via phone, email and chat
2. Understand NPS and be aware of how your everyday interactions contribute to that goal (more on that later)
3. Make all of our clients more successful with each interaction – month over month, year over year, etc.
4. Become and remain a product expert
5. Build strong relationships and communicate well both within your team and interdepartmentally

Results

1. Maintain a Client Satisfaction Score of 98% or above.
2. Do your part in keeping revenue retention numbers above 112% - this goal is really about eating an elephant one bite at a time. No ONE interaction will make it or break it, it's about what you do consistently. Revenue retention speaks to how successful clients are month over month and year over year.
3. Do your part in keeping NPS at 60 or above - this is a question asked of our clients regarding how likely they are to recommend us to a colleague. Just like above, everyday interactions highly influence the way clients respond here.
4. Maintain a first response time of less than 60 minutes during business hours.

Actions

1. Maintain a Client Satisfaction Score of 98% or above
2. Strive for one-touch resolution when it makes sense
3. Keep client updated even when there is no resolution, they shouldn’t have to ask us for an update
4. Be thorough in responses, we don’t believe in less is more when it comes to supporting our clients
5. When clients are upset and frustrated, practice empathy
6. Get really great at managing expectations regarding enhancement, pricing changes, bug timelines, etc.
7. Do your part in keeping churn numbers in range
8. Always gather as much information as you can from clients who are choosing to cancel so we can learn from those situations
9. Advocate for our clients by getting to the root of the REAL problem when they call with issues or ask for features, often the real problem isn’t what they’re describing
10. Do your part in keeping NPS at 60 or above
11. Net Provider Score is all about the willingness of clients to refer, relationship building is key here
12. Adhere to the follow-up procedure as outlined to ensure we’re closing the loop and getting as much helpful feedback on what’s going right AND what’s going wrong with each response
13. Maintain a first response time of less than 60 minutes during business hours
14. Work as a team and ensure you communicate well about availability and ensure there is coverage on all support channels
15. First response time is only as successful as the actual response, a non-helpful response that meets the criteria isn’t what we’re looking for here

Requirements

What do you need for success?

• High School diploma or equivalent, some college preferred
• Experience working in a client-facing position
• Experience supporting client accounts from a technical standpoint
• Ability to use standard office equipment
• This is a full-time position working in the Lakeland, FL office, after 90-days a hybrid schedule is available.

Benefits

What’s in it for you?

• Join an ambitious tech company building products that help nonprofits fundraise more effectively so they can change the world
• Competitive pay
• Health, vision, dental insurance, fitness plan reimbursement, life and disability insurance, and a retirement savings plan
• A flexible paid time off policy and paid holidays
• Paid volunteer time off so you can make good things happen in your community
• 4 weeks paid parental leave (after 12 months of employment)
• Time off to vote
• The hardware you need to get the job done!
• Lots of Qgiv gear to add to your wardrobe (we have some of the softest shirts around)!

Florida Salary Statement: Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications.

Qgiv is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.