Call Center-Escalation Specialist (Customer Support)

Location: Remote within the United States; listed location: Memphis, TN. Schedule: Monday–Friday, 10:30am–7pm CST.

Company

hirify.global is a nonprofit organization supporting St. Jude Children's Research Hospital and its mission to cure childhood cancer.

What you will do

• Handle escalated donor concerns and complex service issues from initial contact through resolution.
• Research issues, identify root causes, recommend solutions, and follow up with donors.
• Collaborate with contact-center teams and cross-functional business partners to resolve concerns.
• Document donor interactions accurately in designated systems and respond through phone, email, and other channels.
• Monitor recurring issues and recommend process and procedure improvements.
• Guide contact-center representatives and deliver new-hire, refresher, and transition training.

Requirements

• High school diploma or GED.
• At least two years of customer service, contact-center, call-center, telemarketing, or related experience.
• Strong verbal and written communication, problem-solving, analytical, decision-making, and organizational skills.
• Ability to manage challenging customer interactions, multiple priorities, deadlines, and detailed instructions.
• Experience with data entry and business applications.
• Proficiency in Microsoft Office, including Word and Excel, and commitment to exceptional donor service.

Culture & Benefits

• Full-time employment with medical, dental, and vision insurance plans.
• 401(k) retirement plan with a 7% employer contribution.
• Paid time off, maternity and paternity leave, infertility treatment support, and adoption assistance.
• Education assistance and enterprise learning and development opportunities.
• Equal employment opportunity workplace.