Growth & Strategy Associate

Summary

Join the Monique Burr Foundation as a Growth & Strategy Associate and contribute to their mission of protecting children. This role focuses on providing exceptional customer service and support to existing and new customers. You will manage customer data across multiple systems, collaborate with various teams, and develop efficient processes. The ideal candidate possesses strong data management skills, excellent communication abilities, and experience in customer service. The position offers a competitive salary, comprehensive benefits, and opportunities for professional development. While based ideally in Jacksonville, FL, remote work is possible with occasional travel required.

Requirements

• Previous experience working in a mission-driven organization; experience in a prevention education setting preferred but not required
• More than two years of experience using a CRM (Salesforce experience is a plus) and managing information, data entry, and reporting
• Experience with collecting and analyzing data
• More than three years of experience as a Customer Service Representative or similar remote customer/client-facing and information management role
• Excellent phone and email etiquette and communication skills
• Strong problem-solving abilities and attention to detail
• Proficient in using computer systems and software applications, including Microsoft Office to prepare correspondence, develop reports, utilize spreadsheets and create presentations; advanced Microsoft Excel skills are a plus
• Ability to work independently and remotely; previous remote work experience highly preferred
• Excellent written and verbal communication skills with a keen ability to work across different individual abilities and levels of understanding, as well as collaborate across team functions to maximize efficiencies across workstreams
• Energized by problem solving for efficiency and effectiveness through building or improving on clear systems and processes

Responsibilities

• Provide exceptional customer service to a diverse array of existing and potential customers, maintaining a high level of professionalism and establishing a positive rapport with every customer
• Align the Associate’s role and work with the Foundation’s policies and procedures to ensure customer satisfaction
• Promptly assist customers with inquiries, concerns, and requests, including but not limited to: answer general product and pricing questions; assist with placing orders and check on order status and shipping information; and troubleshoot login errors or problems with services’ technology platforms
• Work with vendors and staff to troubleshoot any customer technical support issues, always routing sales calls and escalating support calls to appropriate staff as needed
• Manage all customer data, including establishing and managing accounts and keeping centralized, accurate records and updating information, as needed, in multiple systems, including: Salesforce, an online customer portal (WordPress), an online learning management system (Absorb), and an order fulfillment system (Propago)
• Follow up with customers regarding outstanding payments due
• Serve as a cross-functional, collaborative team member to ensure there are no silos, partnering with the Salesforce, Prevention Education, and Marketing teams on MBF’s service delivery
• Collaborate with team members to develop and refine strategies for engagement and resolve complex customer issues
• Develop, execute and manage effective and efficient processes and protocols to improve the team’s ability to provide solutions and services to customers and partners
• Support the creation of accurate reports and dashboards, in collaboration with the Salesforce Administrator, that will inform the team and enable them to make well-informed decisions while identifying new opportunities
• Collaborate with the Growth & Strategy and Prevention Education teams on special projects, including initial customer setup, ongoing customer support, and data collection for larger orders for multiple implementation sites (e.g. school district and corporate sponsorship orders), including but not limited to: coordination and management of forms to be completed by participating implementation sites (e.g. schools or district administrators); processing orders for implementation sites, including customer support; collecting post-implementation data and feedback from participating implementation sites; communicating with facilitators and administrators at implementation sites (e.g. school district administrators) to support the management and completion of forms, processing of orders, and the collection of feedback
• Steward the ongoing growth, development, and evolution of the Foundation’s team and operations by participating in all of its meetings and events and supporting - and sometimes initiating - changes to its ways of operating, culture-building, and service delivery

Preferred Qualifications

• Lived experiences in childhood trauma and exploitation, 2SLGBTQIA+ persons, and culturally and linguistically diverse people are strongly encouraged to apply
• Multilingual skills are a plus
• Experience working across technology platforms with internal teams and external constituents; knowledge of and/or experience with Wordpress, Absorb, Propago, QuickBooks, Wufoo, and Monday.com is preferred but not required

Benefits

• Up to a 4% 401k match
• Full employee medical, dental, and vision premium paid
• 15 paid holidays per year, including the week between Christmas and New Years Day, and beginning with 20 days of PTO in your first five years, with the ability to earn five additional days after the five and 10-year marks, up to a maximum of 30 days per year
• A $100 per month remote office allowance
• An annual professional development stipend for all staff for approved training and/or professional development opportunities