Manager, Customer Service

The Manager, Customer Service is tasked with optimizing customer service to our donors and members, utilizing Hadassah’s customer relationship management (CRM) platform.  The Manager, Customer Service is responsible for assisting with the day-to-day operations of our customer service department, helping to drive continuous improvement, and helping to ensure the successful implementation and utilization of our current system, Salesforce Service Cloud.

 Duties and Responsibilities

• Assist in supervising a team of customer service staff, providing guidance, training, and performance feedback to enhance their skills and productivity, including regular 1:1s with staff.
• Be the point of contact for and problem-solve escalations arising from donor and member phone calls.
• Ensure the ticket management system is aligned with the company's PCI compliance requirements, including secure handling of customer data and access controls.
• Assist with the development and maintenance of business processes, including workflow diagrams, standard operating procedures, and policy guidelines.
• Manage the ticket management system, which includes creating, assigning, and tracking support tickets in Service Cloud.
• Manage the Service Cloud platform to meet the organization's evolving needs.
• Analyze customer service metrics and data to identify areas for improvement and implement data-driven solutions to enhance efficiency and donor satisfaction.
• Collaborate with cross-functional teams, such as IT and Hadassah Geographic Offices, to ensure the integration of Service Cloud.
• Stay current with industry trends, best practices, and emerging technologies in customer service and Salesforce Service Cloud.
• Provide regular reports and updates to senior management on the performance and progress of the customer service department.
• Facilitate the "Salesforce Office Hour" Zoom session once a week, supporting staff and volunteers using Salesforce.

Required Knowledge, Education, Experience

• Bachelor’s degree and five to seven years related experience
• Experience with Salesforce or other CRMs.
• Experience implementing and managing Salesforce Service Cloud, Zendesk, and other customer service platforms.
• Proven experience supervising and motivating staff teams.
• Experience creating metrics and reports for diverse audiences.
• Proficiency in Microsoft Office Suite.

Required Skills

• Strong analytical and problem-solving skills and the ability to work independently and in a team environment.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with professional staff and volunteer leadership.
• Non-profit and customer service certification is a plus.