What are the responsibilities and job description for the Call Center Operator position at St. Matthew's House?
Description
ABOUT THIS ROLE:
The Call Center Operator will be accountable to create an environment of appreciation and professionalism for all donors who contact St. Matthew’s House. They should be able to multitask, answer incoming calls and effectively handle all customer service issues; while maintaining a positive demeanor during stressful, high volume situations. Must be a performance driven individual who strives to achieve the highest quality of customer service.
Job Duties and Responsibilities:
- Assist the organization in meeting and exceeding our standard productivity goals, which can be measured by a 90% or greater weekly NPS score on donor reviews.
- Establish a level of trust between St. Matthew’s House and its donors by following through on every call received.
- Ensure our donors fully understand the mission to which they are donating.
- Handle scheduling communications with donors; such as pickup confirmations, cancellations and reschedules.
- Properly acknowledging donors after they make a donation in various ways, including telephone calls and/or written correspondence.
- Enter data into the SMH T-Drive and maintain logs, activities and other information.
- Provide excellent public relations and demonstrate strong communication skills with donors and colleagues.
- Maintain positive team, building relationships with fellow employees.
- Safety is foremost in all we do; this position must take that into consideration for every decision made.
- Perform related work as required.
Requirements
Education: High School diploma or equivalent preferred
Experience: Minimum 1-year experience in customer service strongly preferred
Confidentiality: Works with confidential information
Working Conditions: Mainly office-based, warehouse and surrounding area. Flexible work hours; this position requires some overtime/holidays.
