Donor Service Representative

Description

PAY RATE: $16.90 PH

Job Title: Donor Services Representative:
Join Our Team, Fuel Our Mission

• Answer donor inquiries efficiently, aiming for First Contact Resolution.
• Moderate livestream sales, serving as brand voice during live virtual sales, engaging with viewers and answering questions.
• Leverage product knowledge of clothing brands and trends to assist livestream shoppers and donor inquiries.
• Uphold standards by monitoring live feeds from donation locations.
• Participate in ongoing training to grow skills as department evolves.
• Resolve supporter requests independently for First Contact Resolution.
• Complete multiple tasks concurrently.
• Utilize effective oral and written communication skills to produce excellent experience with every contact.
• Receive inbound omnichannel contacts from current and potential supporters, providing exceptional contact experience.
• Answer questions and assist in the resolution of supporter questions and issues.
• Complete daily outbound campaign contacts to omnichannel markets.
• Provide timely and accurate responses to supporters using preferred communication channel(s) – email, text, chat, phone, etc.
• Actively participate in all Contact Center training as required.
• Achieve or exceed key performance metrics and Quality Assurance requirements.
• Originate relationships and correct applications for vehicle donations, The Salvation Army Office of Family Services of Orange County, and other TSA Programs.

• High School Diploma or GED (required).
• 1-2 years of customer service experience preferred.
• Strong written and verbal communication skills; ability to adapt tone and messaging for any situation.
• Excellent typing speed of at least 40 WPM and successful pass of typing, spelling, and reading comprehension tests.
• Ability to comprehend and ask qualifying questions to uncover concerns and resolve supporter issues.
• Agile thinker who loves solving puzzles and finding creative solutions for supporters.
• Team player who collaborates with colleagues yet thrives in independent work.
• Genuine passion for the mission and the communities served.

• Ability to sit, walk, stand, bend, squat, climb, kneel or twist on an intermittent or continuous basis.
• Vision abilities include close vision and distance vision and ability to adjust focus.
• Ability to grasp, push, and pull objects such as files, file cabinet drawers, and other office equipment.
• Ability to communicate clearly on the telephone; speak and hear.
• Ability to lift up to 25 lbs. on occasion.
• Ability to perform various repetitive motion tasks.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.