Donor Service Representative

Classification: Non-Exempt

Reports to: Call Center Manager

Job overview:

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.