Call Center Operator

Job Description

Description:

OUR CORE PURPOSE:

As an expression of God’s love in Southwest Florida, we are growing to ensure that no one experiencing hunger, homelessness or addiction is alone or without a pathway for their journey from crisis to contributor. Together with our partners and participants, we cultivate communities where people are progressively seen, accepted, challenged, and supported.

ABOUT THIS ROLE:

The Call Center Operator will be accountable to create an environment of appreciation and professionalism for all donors who contact St. Matthew’s House. They should be able to multitask, answer incoming calls and effectively handle all customer service issues; while maintaining a positive demeanor during stressful, high volume situations. Must be a performance driven individual who strives to achieve the highest quality of customer service.

Job Duties and Responsibilities:

• Assist the organization in meeting and exceeding our standard productivity goals, which can be measured by a 90% or greater weekly NPS score on donor reviews.
• Establish a level of trust between St. Matthew’s House and its donors by following through on every call received.
• Ensure our donors fully understand the mission to which they are donating.
• Handle scheduling communications with donors; such as pickup confirmations, cancellations and reschedules.
• Properly acknowledging donors after they make a donation in various ways, including telephone calls and/or written correspondence.
• Enter data into the SMH T-Drive and maintain logs, activities and other information.
• Provide excellent public relations and demonstrate strong communication skills with donors and colleagues.
• Maintain positive team, building relationships with fellow employees.
• Safety is foremost in all we do; this position must take that into consideration for every decision made.
• Perform related work as required.

Education: High School diploma or equivalent preferred

Experience: Minimum 1-year experience in customer service strongly preferred

Confidentiality: Works with confidential information

Working Conditions: Mainly office-based, warehouse and surrounding area. Flexible work hours; this position requires some overtime/holidays.