Habitat for Humanity International (HFHI) is currently seeking a talented individual for the role of an Affiliate Support Specialist to work in our Affiliate Support Center, responding to a wide spectrum of inquiries by phone and email. The Affiliate Support Specialist acts as a key resource, providing extended knowledge, interpretation, guidance and application of organizational policies and best practices for Habitat for Humanity affiliates in the US and Canada, State Support Organizations, Campus Chapters, and ReStores. Affiliate Support Specialists also introduce affiliates to Neighborhood Revitalization, assuring their understanding and readiness for the program. This team also assists struggling affiliates through the Affiliate Revitalization Initiative through long term, in-depth communication and guidance.
This position is based at our Operational Headquarters in Americus, GA, a small town located in southwest Georgia, about 3 hours south of Atlanta.
- Respond to incoming calls, emails and referrals regarding interpretation, implementation and use of HFHI policy, protocol and programs
- Provide medium to long-term engagement coaching for affiliates in application of best practices for specific areas of infrastructure such as family services, board training or volunteer coordination
- Provide medium to long-term engagement coaching in applying best practices for building capacity
- Facilitate improved infrastructure and sustainability through the Adopt an Executive Director program
- Provide a channel for complaints from or about Habitat entities or internal departments
- Provide guidance to affiliates in complaint resolution
- Represent the Affiliate Support Center at conferences, summits and learning events
- Provide “voice of the affiliate” as needed internally using support experiences
- 3 years of experience, including customer service experience providing support to a variety of organizational sizes and knowledge levels
- Proven critical thinking skills in finding solutions given comparable situations and information
- Strong verbal and written communication skills using a variety of mediums (online, via phone, etc.)
- Ability to build and maintain strong professional relationships with a variety of demographics
- Proven professional conflict resolution skills
- Results-driven individual who can multitask and effectively work both independently and as a team player
- Problem solver with strong analytical and organizational skills
- Working knowledge of Microsoft Office Suite (Outlook, Excel, Word)
Preferred:
- Experience in internal and/or external business consulting preferred
- Knowledge of affiliate operations and how they relate to Habitat for Humanity International preferred
- Knowledge of Habitat for Humanity International affiliate support systems, offerings and practices preferred