Classification: Non-Exempt
Reports to: Call Center Manager
Job overview:
JOB LOCATION IS IN BIRMINGHAM, AL - TAKING CALLS FROM KILLEEN TX
A CSR is responsible for successfully petitioning donations for resalable clothing and household items by conducting outbound phone contacts in a professional and courteous manner. A CSR is accountable for successfully achieving campaign Key Performance Indicators (KPI) (i.e. Average Leads/hr., Average Pick-up Percentage, Cancel Rate Percentage) and for creating a high level of customer satisfaction.
Responsibilities and duties:
- Be observant to any and all safety concerns surrounding your work area.
- Communicates and models charity standards for customer service.
- Assures compliance with established operating policies and procedures and Employee Handbook.
- Maintain a professional demeanor while scheduling donation pickup appointments in a timely manner.
- Sustain a focus of achieving an exceptional call experience for the donor or potential donor.
- Provide accurate information in a positive manner when answering questions and/or addressing customer concerns.
- Effectively interact with co-workers in promoting a professional and friendly work environment with a sense of teamwork.
- Following the proper chain of command and in a timely manner accurately communicate any issues and/or important information which might affect the effective operation of the business or the integrity of the foundation.
- Accurately complete and submit all required documentation in a timely manner
- Conduct follow-up calls to donors verifying pickup schedule and that all pertinent information has been entered accurately.
Qualifications:
- Ability to concentrate and pay close attention to detail.
- Must be comfortable in a high activity multi-task environment with a sense of urgency.
- Must have excellent verbal and written communication skills.
- Must enjoy working within a team environment.
- Must be able to maintain a friendly attitude towards both customers and co-workers.
- Aptitude with computer programs
Education and Experience:
- High school diploma or equivalent; a combination of education and experience that yields the required knowledge, skills and abilities.
- High level of diplomacy and interpersonal skills.