Customer Service Associate (Contract)

About Global Citizen

Global Citizen is a movement of engaged citizens who are using their collective voice to end extreme poverty. On our platform, Global Citizens learn about the systemic causes of extreme poverty, take action on these issues, and earn rewards for their actions as part of a global community committed to lasting change. Global Citizens have taken over 33.5 million actions since 2009. Today, these actions, in combination with high-level advocacy work, have led to over $43.6 billion being distributed to our partners around the world, impacting 1.29 billion lives in the fight to end extreme poverty.

Contract Overview

This a full time contract (40 hours per week) from July 2023 to September 2023

Global Citizen is seeking a Customer Service Associate (Contract) to work with the global content team to support the needs of our global membership base. The position is responsible for responding to incoming customer service emails and inquiries, with a focus specifically on answering inquiries related to our summer action-taking campaign and September event, the Global Citizen Festival in NYC.

As the Customer Service Associate, you will be a valued team member, dedicated to helping our Global Citizen Members have a positive experience with our organization. You will report to the Manager of Community Engagement.

Key Responsibilities

• Identify challenges related to member communication, troubleshoot and work with the Manager of Community Engagement to solve all arising issues.
• Help write and maintain pre-written customer service responses to ensure a quick response time
• Collaborate with colleagues from different teams across the organization to troubleshoot answers to customer inquiries.
• Respond to customer inquiries quickly and correctly on Salesforce Service Cloud, with a focus on questions pertaining to our summer action-taking campaign and September event, the Global Citizen Festival in NYC.
• Contribute to other member engagement and marketing initiatives as needed.
• Help Manager of Community Engagement maintain an effective FAQ resource for Global Citizen Festival that helps members proactively solve their challenges and provides a valuable resource for the customer service and community management team.

Preferred Qualifications

• Strong teamwork skills; comfortable in a highly collaborative, fast-paced and dynamic team culture.
• Experience and demonstrated proficiency working with customer service tools (Zendesk or Salesforce Service Cloud preferred).
• Strong written, verbal and interpersonal communication skills.
• Capacity to work under pressure and meet deadlines.
• Highly proficient in MS Office including Excel, Google Docs, Google Calendar; ability to quickly learn new software systems
• Proven experience working with members or customers to solve challenges in a timely, effective manner.
• Professional demeanor and ability to communicate clearly and effectively with colleagues across the organization.
• Positive and driven, curious and creative about learning new ways to approach marketing and engagement for Global Citizen.
• Dedication to providing a fantastic experience for our users.
• Experience with Customer Service for live events preferred.

Why Global Citizen?

In this coming decade of action and accountability, Global Citizen will be the leading international voice, educator, and influencer that rallies humanity to take full responsibility and accountability for eradicating extreme poverty now. You have a chance to contribute and make this world a better place for all.

More Details

• Compensation - $20 - $22 Hourly
• This a full-time contract (40 hours per week) from July 2023 to September 2023
• Must be authorized for employment in the United States of America.

Global Citizen is proud to be an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Global Citizen strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, religion, color, national origin, ancestry, disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, age, sexual orientation, military or veteran status, citizenship or any other protected classification under applicable federal, state, or local laws. In addition, Global Citizen complies with the relevant country laws governing employment nondiscrimination in all our international offices. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.