Adopt A Family Call Center Lead Job at Volunteers of America Michigan
Objective
Lead the daily operations of the Adopt A Family Call Center. Act as primary contact with donors and potential donors to facilitate successful and meaningful adopts. Interact professionally with callers to answer sponsor and applicant inquiries.
Essential Functions, Duties & Responsibilities
- Call Center
- Professionally answer and properly process incoming calls from potential donors/sponsors
- Answer questions from sponsors and applicants
- Guide callers through the website
- Process payment information from donors
- Request additional cash contributions from direct sponsors
- Professionally respond to email inquiries from clients and sponsors
- Accurate data entry into database from applicant documentation
- Responsible for appropriate and secure handling of confidential documentation
- Documentation Processing
- Open/sort documentation
- Cross-check documentation with matching family application in database
- File documentation after input is completed
- Assist with other aspects of the Adopt A Family Program as needed
- Other duties as assigned
Work Location
This position will be roughly 80% remote and 20% at our Administrative Office in Southfield, MI
Knowledge, Skills and Abilities
- High school diploma, Associates degree preferred
- Experience in call center environment and customer service
- Excellent organizational, written, verbal and interpersonal skills
- Detail oriented and highly motivated to help meet fundraising goals
- Ability and willingness to change approach to best fit situation
- Excellent computer skills including but not limited to Microsoft Office applications (Word, Excel, Power Point, Publisher, etc.)
- Ability and desire to work as part of a team
- Ability to work flexible hours, some evenings and weekends
- Role versatility
- Ability to occasionally lift boxes weighing 40 pounds
- Valid driver license with a driving history that is acceptable to Volunteers of America Michigan’s standards
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