Call Center Associate

Salvation Army Call Center Position

The Salvation Army Call Center in Wilkes-Barre, Pennsylvania is seeking courteous, professional, detail-oriented individuals to answer calls from donors.

The Donor & Customer Communications Associate serves as the first point of contact for donors, customers and the public who reach out to our Call Center. They provide professional, courteous, and informative assistance regarding donations of goods and vehicles, as well as other services offered by The Salvation Army. This role ensures that all communication is handled with a high degree of accuracy, empathy, and efficiency while supporting the mission of The Salvation Army.

Duties and Responsibilities:

• Respond to all communications in a courteous, professional, and timely manner.
• Clearly and briefly explain the Vehicle and Goods Donation programs, provide store information, and contact information for other services offered through The Salvation Army.
• Handle all inquiries and concerns calmly and respectfully.
• Communicate effectively with donors regarding pickups or issues related to donated vehicles.
• Accurately collect and enter donor information into the designated system. Maintain a working knowledge of internal systems such as CATS, DSS, and other programs.
• If necessary, handwrite details neatly and input into the system as soon as possible in the event of a system outage.
• Provide guidance regarding abandoned vehicles, rejected items, or donation cancellations.
• Assist donors by rescheduling pickups or resolving any issues that may arise.
• Escalate complex issues to the Assistant Director or Director as needed.
• Assist with general administrative tasks such as preparing donor mailings (folding, stuffing, labeling), completing forms, and organizing paperwork

Qualifications:

• Good command of the English language, both verbal and written.
• Strong attention to detail and proofreading skills.
• Professional demeanor with strong interpersonal and customer service skills.
• Working knowledge of computers & Microsoft products.