JOB RESPONSIBILITIES

Have understanding of Arms of Hope Charity

SOLICITATION

INBOUND CALLS

Answering inbound phone calls from current donors, lapsed donors and new prospects in a consistent and friendly manner, answering questions about our service, scheduling donations for pickup. Providing excellent customer service.

Scheduling Donor Pickups – Tasks include providing the Donor with available dates for pick-up, asking the Donor a series of questions regarding the items, size, condition and location of the donation, and Confirming the contact information, including email address. and pick up address. Overcoming customer objections in addition to providing the Donor with our company policies. Being knowledgeable of acceptable and unacceptable items and making Donor aware of other items we accept to increase donation size.

Summarizing the scheduled pickup and thanking the Donor.

CANCELLATIONS AND RETENTION

When a donor requests to cancel a scheduled pickup, a reason code must be entered. When possible offer to reschedule for an alternative date. If items are no longer available inform donor that we are happy to keep the scheduled appointment and pick up any items from our acceptable list.

Utilize excellent customer service skills to Advocate for Arms of Hope when they inform you they were trying to reach another Charity (ex: Goodwill) convert to scheduled pickup for Arms of Hope.

OUTBOUND CALLS

Placing outbound confirmation calls the day before a scheduled pickup, asking if they have any additional items to add, as well as if they perhaps have a family member or friend who would like to donate to Arms of Hope.

LEADS

Leads – placing outbound calls to Donors generated by online scheduling and converting Leads to Scheduled Pickups.

OUTBOUND SOLICITATION

Soliciting donations from potential prospects, estate sales, yard sales and retail stores who donate their change of season damaged and returns.

Mail Cards

ROUTING

Routing – Data entry into software programs to complete the routing schedule in an effective and timely manner.

Maintaining communication and using problem solving skills with Donors, Drivers and Collection Managers to ensure route is processed in a timely manner.

MAINTAINING BINS AND ENSURING BINS ARE COLLECTED

Communication with the drivers and Collection Manager to ensure route is processed in a timely manner. Problem solving skills

SITES, MANNED STATIONS, BINS, ETC;

Log and track calls pertaining to donation sites, confirm location address, callers name and contact phone numbers. Work closely with the Collections Manager to ensure that any complaints, or removal requests are handled in a timely manner.

BIN MAINTENANCE, BIN PERMITS, SITE AGREEMENTS, TRUCK AUDITS-CAMERA REVIEW, REVIEW BTRANS IMAGES, COLLEX DATA ENTRY, COLLEX MAINTENANCE, UPDATING ROUTES, SITE AND STATION ISSUES.

JOB REQUIREMENTS

Strong Data Entry Skills, including Excel

Ability to multi task, navigate multiple systems, data entry while on the phone in a thorough, accurate and timely manner. Attention to detail. Strong phone and communication skills. Ability to communicate clearly and effectively in a professional and pleasant manner. Excellent work ethic. Dedication to providing excellent customer service. Ability to speak conversational English. Ability to maintain an average call handling time.

Problem solving skills

Reports to Collection Manager and Home Office Support Center

Physical Demands – sitting at computer for scheduled shift

Required Education and Experience – High School Diploma or equivalent; a combination of education and experience that yields the required knowledge, skills and abilities.

2 to 3 years Customer Service in a Call Center Environment preferred

Team Player

Demonstrated ability to meet quotas

Benefit Conditions:

• Waiting period may apply

This Company Describes Its Culture as:

• People-oriented -- supportive and fairness-focused

Work Remotely

• Temporarily due to COVID-19

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Call center
• In-person

Experience:

• customer service: 2 years (Preferred)

Ability to Relocate:

• Birmingham, AL 35242: Relocate before starting work (Required)

Work Location: In person