Effectively develop call center Ambassadors to persuade donors to support the ACS mission by renewing a donation while also providing the highest level of customer care and stewardship. Provide meaningful feedback, one to one coaching, and implementing performance improvement plans to achieve desired results. Effectively train new Ambassadors to quickly and effectively communicate with our donors through fundraising, donor stewardship, and special project calling. Effectively perform Q/A functions utilizing documented processes for all types of calling and on donor stewardship communications.
Areas of Responsibility:
- Develop, coach, and motivate call center Ambassadors to strengthen donor relationships and renew their financial support to the American Cancer Society while providing exceptional call quality and customer service.
- Develop Ambassadors to quickly meet and exceed fundraising productivity goals.
- Effectively answer inbound calls, de-escalate calls as needed, and drive first call resolution.
- Proactively monitor calls of Ambassadors to assess call quality.
- Perform QA on Donor Stewardship communications.
- Communicate and take immediate action on all QA findings through established processes.
- Accurately and timely entering and tracking of performance and quality metrics.
- Willingness and ability to effectively perform all types of calling and demonstrate these skills to Ambassadors along with contributing to project goals.
- Train, mentor, and develop new and existing Ambassadors as needed in a classroom setting and/or in a one-on-one environment utilizing approved content and materials.
- Collaborate with other staff members to create more effective trainings, coachings, campaign performance, and procedures.
- Other duties as assigned.
Job Function:
Organization Info
Listing Stats
Post Date:
Oct 7 2019
Active Until:
Nov 7 2019
Hiring Organization:
American Cancer Society
industry:
Nonprofit