Affil Spprt Ctr - Support Spec

Habitat for Humanity International - HQ; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Habitat for Humanity International - HQ is seeking a seasoned administrative professional to support the contact center. You will assist with quality assurance, handle escalated issues, and contribute to continuous improvement initiatives.

The role involves compiling performance reports, coordinating with IT/ops on system issues, and ensuring accurate customer data. Prior experience in a call center or customer support is valued, along with process-improvement capabilities.

Qualifications

• High school diploma or equivalent is required.
• At least 7 years of related experience in a similar role.
• Associate’s degree or certificate in a related field is preferred.
• Experience in customer support or call centers is beneficial.
• Familiarity with billing and order processing systems is desirable.
• Experience in process improvement is advantageous.

Responsibilities

• Handles advanced or escalated customer service requests and complaints.
• Assists with quality monitoring and process documentation.
• Supports new staff training and onboarding.
• Compiles and reviews service and performance reports.
• Coordinates with IT and operations for system/process issues.
• Maintains and updates customer account and order information.
• Provides input on workflow improvements.
• Ensures compliance with regulatory and organizational procedures.

Skills

Customer service

Quality assurance

Process improvement

Education

High school diploma or equivalent

Associate's degree or certificate

First level university degree

Tools

Billing systems

Order processing systems

CRM software

Job description

Opportunity Type

Regular Summary: JOB SUMMARY Provides high-level administrative support in the contact center, assisting with quality assurance, escalated issues, and continuous improvement.

Key Responsibilities

• 1) Handles advanced or escalated customer service requests and complaints.
• 2) Assists with quality monitoring and process documentation.
• 3) Supports new staff training and onboarding.
• 4) Compiles and reviews service and performance reports.
• 5) Coordinates with IT and operations for system/process issues.
• 6) Maintains and updates customer account and order information.
• 7) Provides input on workflow improvements.
• 8) Ensures compliance with regulatory and organizational procedures.

Minimum Requirements

Typically requires high school diploma or equivalent; first level university degree (e.g., associate's) or professional certificate. At least 7 years of related experience.

Preferred Requirements

Associate’s degree or certificate in a related field. Experience in a customer support or call center. Familiarity with billing and order processing systems. Experience in process improvement.

Hiring Range

The actual salary offered for this role will be based on a variety of factors, including location, internal equity and the candidate’s qualifications and professional experience.

HFHI offers a competitive, comprehensive benefits package that varies by country and typically includes vacation leave, sick leave, personal days, health insurance options, retirement plan contributions and life insurance.

For work locations in the US, the annual hiring range for this position is: -

About Us

Habitat for Humanity, founded in 1976, is a global, Christian-based nonprofit organization that grew out of an intentionally multi-racial community in rural Georgia. Seeking to put God’s love into action, Habitat brings together people of all faiths and people of no faith to build homes, communities and hope. Working alongside each other, we help families and individuals build and improve places to call home and achieve the strength, stability and self-reliance they need to build better lives for themselves. Habitat seeks individuals who have a willingness to affirm these principles and values. At Habitat for Humanity International, we are compelled by our Koinonia roots to put God’s love for all into action and pursue housing equity and opportunity by bringing all people together to build community and drive impact. We strive to build a culture rooted in learning, accountability and trust, attracting and retaining mission-driven talent reflective of the global communities we serve.

Habitat for Humanity, founded in 1976, is a global, Christian-based nonprofit organization that grew out of an intentionally multi-racial community in rural Georgia. Seeking to put God’s love into action, Habitat brings together people of all faiths and people of no faith to build homes, communities and hope. Working alongside each other, we help families and individuals build and improve places to call home and achieve the strength, stability and self-reliance they need to build better lives for themselves. Habitat seeks individuals who have a willingness to affirm these principles and values. At Habitat for Humanity International, we are compelled by our Koinonia roots to put God’s love for all into action and pursue housing equity and opportunity by bringing all people together to build community and drive impact. We strive to build a culture rooted in learning, accountability and trust, attracting and retaining mission-driven talent reflective of the global communities we serve.

Equal Opportunity Employer Statement

As an equal opportunity employer, we realize our success depends on courageously committing to being a workplace where all staff feel safe, welcome, visible, respected, supported and valued, and building a workforce that reflects a variety of lived experiences, backgrounds and perspectives, in which every person experiences dignity and respect. Habitat for Humanity International is an E-Verify employer. E-Verify information (English/Spanish) Right to work (English/Spanish)

As an equal opportunity employer, we realize our success depends on courageously committing to being a workplace where all staff feel safe, welcome, visible, respected, supported and valued, and building a workforce that reflects a variety of lived experiences, backgrounds and perspectives, in which every person experiences dignity and respect. We also require that all staff take seriously their ethical responsibilities to safeguarding our intended beneficiaries, their communities (especially children) and all those with whom we work. In line with the prevention of sexual exploitation and abuse, all staff must pass a thorough background screening and will be held accountable to upholding our policies around ethical behavior, including safeguarding and whistleblowing.