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Affiliate Support Center Specialist

Americus, GA, USAAmericusGAUSA
Full-time

Habitat for Humanity International (HFHI) is currently seeking a knowledgeable and customer service oriented Affiliate Support Center Specialist. This position will be based at our operational headquarters located in Americus, Georgia

The Affiliate Support Center exists to help Habitat for Humanity affiliates throughout North America effectively operate, succeed and grow. It helps affiliates implement their work and serve more families. This support can be as simple as guiding a caller to the right place on the intranet, or as complex as providing guidance in a crisis. The Affiliate Support Center tracks interactions with affiliates in a customer-relationship management database so that other staff members can provide service based on each affiliate’s unique needs.

The Affiliate Support Center 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. The Affiliate Support Specialists also introduce affiliates to Neighborhood Revitalization, assuring their understanding and readiness for the program, as well as assists struggling affiliates through long term, in depth revitalization efforts.

Areas of Responsibility: 
  • Respond to incoming calls, emails and referrals which typically require more than a “one and done” interaction
  • 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
  • Other related duties as assigned by the supervisor
Educational Background: 
Bachelor’s degree or equivalent work experience
Skills/Experience: 
  • 3+ years of customer support or call center experience, experience working in a Habitat for Humanity environment, or a combination thereof
  • Proven critical thinking skills in finding solutions given comparable situations and information
  • Proven customer service skills in providing support to a variety of organizational sizes and knowledge levels
  • Strong verbal and written communication skills using a variety of channels and 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
  • 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

Organization Info

Habitat for Humanity International

Overview
Headquarters: 
Americus, GA, United States
Annual Budget : 
$100-500M
Founded: 
1987
About Us
Mission: 

Habitat for Humanity believes that every man, woman and child should have a decent, safe and affordable place to live. We build and repair houses all over the world using volunteer labor and donations. Our partner families purchase these houses through no-profit, no-interest mortgage loans or innovative financing methods. As a nonprofit, ecumenical Christian ministry that builds with people in need regardless of race or religion, we welcome volunteers and supporters from all backgrounds.

Listing Stats

Post Date: 
Jul 1 2019
Active Until: 
Aug 1 2019
Hiring Organization: 
Habitat for Humanity International
industry: 
Nonprofit