Customer Service Representative

Job Description Job Description We’re a mission-driven organization dedicated to supporting families with clarity, compassion, and excellence. Our team works every day to make complex processes feel simple, approachable, and stress-free. If you love helping people, solving problems, and creating positive experiences, you’ll feel right at home here.

The Customer Service Representative is the warm, reliable first point of contact for applicant families and donors. You’ll provide clear guidance, answer questions, and ensure every interaction reflects our commitment to service, accuracy, and care.

What You’ll Do Respond to phone calls, emails, and messages with professionalism, empathy, and clarity
Guide families through processes and requirements in a simple, friendly way
Support donors with accurate information and timely follow-up
Document interactions and maintain organized records
Collaborate with internal teams to resolve issues and improve workflows
Identify opportunities to enhance the customer experience
Represent our mission with warmth, patience, and integrity

You will need to bring: Strong communication skills — clear, friendly, and confident
Ability to engage in real, human conversations rather than rely on scripts
Ability to explain complex information in simple language
Attention to detail and comfort with administrative tasks
Must be comfortable making decisions independently; this is an empowered role, not an approval‑based call center
Experience in customer service
Bilingual skills are a plus but not required.