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.