Support Center Generalist

Description

Support our mission through positive client experience

At Guide Dogs for the Blind, we create exceptional partnerships between people, dogs, and communities. With world class service and a robust network of instructors, puppy raisers, donors, and volunteers, we prepare highly qualified guide dogs and K9 Buddy dogs, provide guide dog readiness skills and offer youth programs to empower individuals who are blind or visually impaired. We are looking for a full-time Support Center Generalist to join us at either our San Rafael, CA or Boring, OR campus to provide support to active and new clients, community members, and organizations.

What you'll do:

• Enhance the caller experience by identifying customer needs, researching and resolving incoming calls and emails and tracking information in our CRM tool in a timely manner
• Guide callers through the GDB website, including the online application process, program information, and respond to any inquiries about GDB programs
• Complete and submit telephonic program applications for callers requesting assistance and provide application updates to callers inquiring about their status
• Collaborate with Support Center Specialist and Veterinary Financial Assistance representatives to ensure caller needs are met
• Keep Field Service Managers informed about inquiries and requests from clients located in their territories
• Facilitate informed transfers, escalation of complex issues, outgoing call campaigns, and incident reports, and provide community referrals when needed

The qualifications you'll need:

• At least 2+ years of experience in an administrative or phone-based support position in an office environment; call center or administrative receptionist experience in a fast-paced environment highly desired
• Self-starter with a high level of initiative, follow-through and attention to detail, and ability to effectively prioritize tasks and consistently meet deadlines
• Strong interpersonal and problem-solving skills; adept at building positive client relationships, mitigating conflict and de-escalation
• Intermediate skills in MS Office; experience with Salesforce CRM platform a plus
• Ability to work independently and collaborate with team members in local and remote locations while professionally representing the organization in-person and online

Guide Dogs for the Blind

At Guide Dogs for the Blind (GDB), we believe that everyone deserves to move through the world safely and confidently - to live the life they want to live. As the largest guide dog school in North America, we have graduated more than 16,000 guide dog teams from across the U.S. and Canada since our founding in 1942. GDB not only improves mobility for our clients, we further inclusion. Join our team of more than 300 employees and share your passion for our mission.

At Guide Dogs for the Blind, we respect, value, and appreciate all differences. We welcome all qualified candidates irrespective of your race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, genetics, disability, age, or veteran status. Individuals with disabilities, especially those who are blind or visually impaired, are encouraged to apply. If you have a disability and need assistance and/or accommodation with applying for a job, please feel free to call and ask for Human Resources.

Pay Range by location:

CA: $27 - $33/hour

OR: $23 - $28/hour

Full-time (40 hours/week), hourly paid position

Campus based role located at San Rafael, CA or Boring, OR campus

Potential hybrid schedule avaialble