Brook Valley Management, Inc.
Donor Service Representative
Brook Valley Management, Inc., Daytona Beach, Florida, United States, 32118
Classification: Non-Exempt
Reports to: Call Center Manager
Job overview:
A CSR is responsible for successfully petitioning donations for resalable clothing and household items by conducting outbound phone contacts in a professional and courteous manner. A CSR is accountable for successfully achieving campaign Key Performance Indicators (KPI) (i.e. Average Leads/hr., Average Pick-up Percentage, Cancel Rate Percentage) and for creating a high level of customer satisfaction.
Responsibilities and duties:
Be observant to any and all safety concerns surrounding your work area.Communicates and models charity standards for customer service.Assures compliance with established operating policies and procedures and Employee Handbook.Maintain a professional demeanor while scheduling donation pickup appointments in a timely manner.Sustain a focus of achieving an exceptional call experience for the donor or potential donor.Provide accurate information in a positive manner when answering questions and/or addressing customer concerns.Effectively interact with co-workers in promoting a professional and friendly work environment with a sense of teamwork.Following the proper chain of command and in a timely manner accurately communicate any issues and/or important information which might affect the effective operation of the business or the integrity of the foundation.Accurately complete and submit all required documentation in a timely mannerConduct follow-up calls to donors verifying pickup schedule and that all pertinent information has been entered accurately.Qualifications:
Ability to concentrate and pay close attention to detail.Must be comfortable in a high activity multi-task environment with a sense of urgency.Must have excellent verbal and written communication skills.Must enjoy working within a team environment.Must be able to maintain a friendly attitude towards both customers and co-workers.Aptitude with computer programsEducation and Experience:
High school diploma or equivalent; a combination of education and experience that yields the required knowledge, skills and abilities.High level of diplomacy and interpersonal skills.
Reports to: Call Center Manager
Job overview:
A CSR is responsible for successfully petitioning donations for resalable clothing and household items by conducting outbound phone contacts in a professional and courteous manner. A CSR is accountable for successfully achieving campaign Key Performance Indicators (KPI) (i.e. Average Leads/hr., Average Pick-up Percentage, Cancel Rate Percentage) and for creating a high level of customer satisfaction.
Responsibilities and duties:
Be observant to any and all safety concerns surrounding your work area.Communicates and models charity standards for customer service.Assures compliance with established operating policies and procedures and Employee Handbook.Maintain a professional demeanor while scheduling donation pickup appointments in a timely manner.Sustain a focus of achieving an exceptional call experience for the donor or potential donor.Provide accurate information in a positive manner when answering questions and/or addressing customer concerns.Effectively interact with co-workers in promoting a professional and friendly work environment with a sense of teamwork.Following the proper chain of command and in a timely manner accurately communicate any issues and/or important information which might affect the effective operation of the business or the integrity of the foundation.Accurately complete and submit all required documentation in a timely mannerConduct follow-up calls to donors verifying pickup schedule and that all pertinent information has been entered accurately.Qualifications:
Ability to concentrate and pay close attention to detail.Must be comfortable in a high activity multi-task environment with a sense of urgency.Must have excellent verbal and written communication skills.Must enjoy working within a team environment.Must be able to maintain a friendly attitude towards both customers and co-workers.Aptitude with computer programsEducation and Experience:
High school diploma or equivalent; a combination of education and experience that yields the required knowledge, skills and abilities.High level of diplomacy and interpersonal skills.