What are the responsibilities and job description for the Lead Specialist, Constituent Relations position at Susan G. Komen?
Brief Description
The physical location for the candidate selected must reside within the contiguous United States.
Who We Are
Susan G. Komen brings a 100% virtual working environment, and you can work anywhere within the U.S. We are a force united by a promise to end breast cancer forever. For over 40 years, we've led the way by funding groundbreaking research, community health initiatives and advocacy programs in local communities across the U.S. Susan G. Komen is the ONLY organization that addresses breast cancer on multiple fronts such as research, community health, outreach and public policy initiatives to make the biggest impact against this disease.
Komen strives to have a culture of passionate, growth-minded professionals who thrive in a team environment and work collaboratively to inspire greatness in others! We take an ongoing approach to ensure open communication from all levels throughout the organization. It’s encouraged to give and receive feedback to ensure two-way accountability with a focus on continual improvement both personally and professionally!
What You'll Be Doing in the role of Call Center Lead Specialist, Constituent Relations
The Komen Service Center is an entry point for interaction from the public for questions and requests for assistance generated by Komen’s constituents (donors, event participants, volunteers, etc.). The primary responsibility of this role is to evaluate the changing needs of Komen constituents and establish new processes to help ensure the Komen Service Center of the future is designed to respond to requests quickly, accurately, and with a constituent-centric approach as the volume of centralized support increases. Komen Service Center staff serve on the front lines, engaging with Komen’s constituents directly, and have the opportunity to make a constituent’s experience with Komen a great one. The success of Komen as an organization is greatly impacted by the generosity and support of individuals that are passionate about Komen’s mission, and the Komen Service Center provides the perfect avenue to build valuable relationships with members of the community and increase their engagement with Komen.
What You Will Bring To The Table
Komen believes in the importance of taking care of our employees so that in turn they can be committed to supporting our critical mission to support those impacted by breast cancer and to help find cures.
Approximate salary range of $55,000 to $71,000K, exact compensation ranges are based on various factors including the labor market, job level, internal equity and budget. Exact salary offers will be determined by factors such as the candidate's skills, experience and geographic location. Additionally, this is what Komen provides away from the computer:
Susan G. Komen is fair and equal in all of its employment practices for people without regard to age, race, color, religion, gender, national origin, disability, veteran status or sexual orientation. Additionally we embrace Diverse Teams & Perspective, and we find strength in the diversity of cultural backgrounds, ideas, and experiences.
SORRY NO AGENCIES
The physical location for the candidate selected must remain within the contiguous United States. In the event a move is expected to occur by the candidate selected, it must be pre-approved by Komen's HR team prior to the move.
The physical location for the candidate selected must reside within the contiguous United States.
Who We Are
Susan G. Komen brings a 100% virtual working environment, and you can work anywhere within the U.S. We are a force united by a promise to end breast cancer forever. For over 40 years, we've led the way by funding groundbreaking research, community health initiatives and advocacy programs in local communities across the U.S. Susan G. Komen is the ONLY organization that addresses breast cancer on multiple fronts such as research, community health, outreach and public policy initiatives to make the biggest impact against this disease.
Komen strives to have a culture of passionate, growth-minded professionals who thrive in a team environment and work collaboratively to inspire greatness in others! We take an ongoing approach to ensure open communication from all levels throughout the organization. It’s encouraged to give and receive feedback to ensure two-way accountability with a focus on continual improvement both personally and professionally!
What You'll Be Doing in the role of Call Center Lead Specialist, Constituent Relations
The Komen Service Center is an entry point for interaction from the public for questions and requests for assistance generated by Komen’s constituents (donors, event participants, volunteers, etc.). The primary responsibility of this role is to evaluate the changing needs of Komen constituents and establish new processes to help ensure the Komen Service Center of the future is designed to respond to requests quickly, accurately, and with a constituent-centric approach as the volume of centralized support increases. Komen Service Center staff serve on the front lines, engaging with Komen’s constituents directly, and have the opportunity to make a constituent’s experience with Komen a great one. The success of Komen as an organization is greatly impacted by the generosity and support of individuals that are passionate about Komen’s mission, and the Komen Service Center provides the perfect avenue to build valuable relationships with members of the community and increase their engagement with Komen.
What You Will Bring To The Table
- Collaborate cross-functionally to understand and compile the needs of Komen’s constituents when contacting the Komen Service Center and develop/maintain a handbook with scripting for addressing the most common recurring needs.
- Assist in establishing service level agreements (SLAs) for various types of requests based on industry standards for an exceptional constituent experience.
- Identify process barriers, bottlenecks and challenges, specifically those that have a direct impact on a constituent or their engagement with Komen and assist in implementing solutions to address those challenges.
- Act as a point of contact for all escalated requests and manage all escalations to completion.
- Train new team members in working in Luminate Online, Salesforce Service Cloud, RingCentral, Fundraise Up, Chariot, and other necessary programs.
- Oversee workload balance during peak times.
- Triage field/donor requests that fall outside normal processes.
- Provide recommendations for call handling and donation management procedures, focused on a constituent-centric mindset that incorporates a knowledgeable, warm, and welcoming approach to build trust and ultimately advance revenue opportunities.
- Analyze processes to identify opportunities for efficiency gains, particularly in high-volume tasks.
- Identify potential constituent engagement enhancement opportunities and develop a playbook for how Komen Service Center staff need to interact with constituents to encourage increased involvement with Komen.
- Assist Manager with monthly metric reporting on support provided to general public and internal Komen staff.
- Evaluate Komen Service Center interaction types to discover opportunities for revenue generating activities.
- All other duties as assigned.
- Bachelor’s degree, preferred not required
- 2-5 years of experience working in a remote call center environment
- Exceptional customer service skills
- Problem solving mentality
- Team player character and drive for results
- Bilingual in English/Spanish
- Experience with Luminate Online and Salesforce
- Previous Komen Affiliate operational experience
Komen believes in the importance of taking care of our employees so that in turn they can be committed to supporting our critical mission to support those impacted by breast cancer and to help find cures.
Approximate salary range of $55,000 to $71,000K, exact compensation ranges are based on various factors including the labor market, job level, internal equity and budget. Exact salary offers will be determined by factors such as the candidate's skills, experience and geographic location. Additionally, this is what Komen provides away from the computer:
- Health, dental, vision and a retirement plan with a 6% employer match
- Unlimited Flexible Paid Time Off plus scheduled holidays
- Flexible work arrangement in a fully remote working environment
- Bi-weekly work from home stipend
- Parental leave
- Tuition Reimbursement
- A culture of learning and development
- And so much more!
Susan G. Komen is fair and equal in all of its employment practices for people without regard to age, race, color, religion, gender, national origin, disability, veteran status or sexual orientation. Additionally we embrace Diverse Teams & Perspective, and we find strength in the diversity of cultural backgrounds, ideas, and experiences.
SORRY NO AGENCIES
The physical location for the candidate selected must remain within the contiguous United States. In the event a move is expected to occur by the candidate selected, it must be pre-approved by Komen's HR team prior to the move.
Salary : $55,000 - $71,000