Donor Service Representative (Call Center)

Job Description

Job Description

PAY RATE: $16.90 PH

Job Title: Donor Services Representative: Join Our Team, Fuel Our Mission

The Opportunity:
Are you a natural problem-solver who thrives on collaboration? Do you want your work to have a clear, positive impact? We are looking for a new Contact Center Donor Services Representative to join our team in a dynamic, ever-evolving environment. If livestream and digital engagement opportunities sound intriguing, we want to talk to you!

Your Contribution:

• Be a Customer Service Hero: Answer donor inquiries with efficiency and a helpful attitude, aiming for First Contact Resolution

• Moderate livestream sales: Serve as the voice of our brand during live virtual sales, engaging with viewers and answering questions in real-time.

• Be our brand and product expert: Leverage your knowledge of clothing brands and trends to assist livestream shoppers and donor inquiries.

• Uphold our standards from afar: Ensure compliance and a great customer service experience by monitoring live feeds from our donation locations.

• Grow with our mission: Participate in ongoing training to expand your skills as our department and services evolve.

Who We're Looking For:

• High School Diploma or GED Required

• An agile thinker who loves solving puzzles and finding creative solutions for our Supporters

• A team player who actively collaborates with colleagues, yet thrives on working independently

• Someone with great written and verbal communication skills who can adapt their tone and messaging for any situation

• A genuine passion for our mission and the communities we serve

What We Offer:
A vibrant, supportive, mission focused work environment where your ideas are valued and your contributions matter. We’re all in this together, and we can’t wait to welcome you to our team.

GENERAL STATEMENT:

The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the Gospel of Jesus Christ and to meet human needs in His name without discrimination.

ESSENTIAL JOB FUNCTIONS:

• Ability to work with independence to resolve Supporter requests for First Contact Resolution.
• Ability to complete multiple tasks concurrently.
• Utilize effective oral and written communication skills to produce an excellent experience with every Contact.
• Receive inbound omnichannel contacts from current and potential supporters, providing exceptional contact experience.
• Answer questions and assist in the resolution of supporter questions and issues.
• Complete daily outbound campaign contacts to Omnichannel markets.
• Provide timely and accurate responses to supporters using preferred communication channel(s), email, text, chat, phone, etc.
• Actively participate in all Contact Center training as required.
• Achieve or exceed key performance metrics Quality Assurance requirements.
• Originate relationship and correct applications for vehicle donations, The Salvation Army Office of Family Services of Orange County, and other TSA Programs.

QUALIFICATIONS:

• High School Diploma or GED is required.
• Ability to communicate with excellent written and oral skills.
• Ability to comprehend and ask qualifying questions to uncover concerns and resolve supporter issues.
• Required typing speed of 40 WPM.
• Required to pass typing, spelling, and reading comprehension test.
• 1-2 years of work experience in customer service preferred.

PHYSICAL REQUIREMENTS:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions:

• Ability to sit, walk, stand, bend, squat, climb, kneel or twist on an intermittent or continuous basis.
• Vision abilities include close vision and distance vision and ability to adjust focus.
• Ability to grasp, push, and pull objects such as files, file cabinet drawers, and other office equipment.
• Ability to communicate clearly on the telephone; speak and hear.
• Ability to lift up to 25 lbs. on occasion.
• Ability to perform various repetitive motion tasks.