Habitat for Humanity International (HFHI) is currently seeking a talented professional for the role of Partner Service Representative.
As a gatekeeper or conduit between HFHI departments and the general public, this position will act as a resource for a wide range of knowledge regarding HFHI general practices, history, programs, donations, and volunteer opportunities within a call center setting. The ideal candidate for this role will respond to partner requests via phone, emails, and letters. This position is also responsible for updating constituent records and resolving account issues.
Assess and respond appropriately to uncommon, complex, or volatile situations using department and organization resources as needed.
- Complete tasks, calls and other activities themselves when appropriate
- Use wording blocks, FAQ’s and information found via research to craft written responses
- Collaborate with co-workers, other departments or SME when appropriate
- Transfer/Escalate situation when appropriate
Acting as a resource for HFHI information regarding a variety of subjects.
- Use of www.habitat.org
- HFHI general practices
- Building programs
- Donation programs & Opportunities
- Volunteer Opportunities
- Locating affiliates and ReStores
- Special programs
Complete Data entry accurately, completely and efficiently as needed.
- Blackbaud CRM
- PIMs
- Luminate
- GFTH card entry system
- HFHI website donation portal
- SharePoint
Offer suggested methods to improve service levels of the Support Services Center.
- Operations
- Training
- Response Methods
Work in an ever changing environment quickly, efficiently and effectively.
- Moving from task type, method, or subject
- Adapt to new information, methodology, systems
- Communicate with various personalities, cultures and demographics
- Communicate with various organization levels from volunteers to CEOs both internally and externally
- Perform in a team environment, while being self-responsible
- Perform duties when engaging individuals of various beliefs and cultures
- Perform at appropriate pace to maintain or surpass required service levels regarding response time, while maintaining standard for accuracy and comprehensiveness
- Perform duties and activities associated with Habitat for Humanity in a manner which reflects the HFHI Mission Principles
- 3-5 years related experience in lieu of degree
- Results Oriented
- Problem Solver who achieves desired results in the desired fashion
- Gets things done in a timely manner while maintaining all HFHI values
- Navigates logically through unfamiliar issues/problems to find resolution
- Demonstrates initiative, creativity and a sense of urgency to achieve desired results
- Maintains effectiveness in an ever changing environment
- Active support of HFHI Values
- Team Collaborator
- Good Steward
- LEAN/Continuous Improvement
- Graceful Candor
- Heart for the Mission
- Personal Integrity