Call Center Associate

The Salvation Army; Wilkes-Barre (Luzerne County); On-site; USD 35,000 - 48,000; Full time

Job summary

The Salvation Army Call Center in Wilkes-Barre, Pennsylvania seeks courteous, professional individuals to answer donor calls and provide information about vehicle and goods donations. The Donor & Customer Communications Associate is the first point of contact for donors and the public, handling inquiries, data entry, scheduling pickups, and related administrative tasks with accuracy and empathy.

Attention to detail, customer service skills, and proficiency with computers are essential.

Qualifications

• Excellent command of the English language, both written and spoken.
• Strong proofreading and attention to detail.
• Professional demeanor with strong interpersonal and customer service skills.
• Basic computer skills with Microsoft products.

Responsibilities

• Respond to donor inquiries in a courteous, professional, and timely manner.
• Explain donation programs and provide information on services.
• Enter donor information accurately into the designated system.
• Assist with donor mailings, forms, and paperwork as needed.
• Escalate complex issues to leadership when necessary.

Skills

English proficiency

Attention to detail

Proofreading

Interpersonal skills

Customer service

Tools

Microsoft Office

Job description

Overview

The Salvation Army Call Center in Wilkes-Barre, Pennsylvania is seeking courteous, professional, detail-oriented individuals to answer calls from donors.

Responsibilities

The Donor & Customer Communications Associate serves as the first point of contact for donors, customers and the public who reach out to our Call Center. They provide professional, courteous, and informative assistance regarding donations of goods and vehicles, as well as other services offered by The Salvation Army. This role ensures that all communication is handled with a high degree of accuracy, empathy, and efficiency while supporting the mission of The Salvation Army. Duties and Responsibilities:

• Respond to all communications in a courteous, professional, and timely manner.
• Clearly and briefly explain the Vehicle and Goods Donation programs, provide store information, and contact information for other services offered through The Salvation Army.
• Handle all inquiries and concerns calmly and respectfully.
• Communicate effectively with donors regarding pickups or issues related to donated vehicles.
• Accurately collect and enter donor information into the designated system. Maintain a working knowledge of internal systems such as CATS, DSS, and other programs.
• If necessary, handwrite details neatly and input into the system as soon as possible in the event of a system outage.
• Provide guidance regarding abandoned vehicles, rejected items, or donation cancellations.
• Assist donors by rescheduling pickups or resolving any issues that may arise.
• Escalate complex issues to the Assistant Director or Director as needed.
• Assist with general administrative tasks such as preparing donor mailings (folding, stuffing, labeling), completing forms, and organizing paperwork

Qualifications

Qualifications:

• Good command of the English language, both verbal and written.
• Strong attention to detail and proofreading skills.
• Professional demeanor with strong interpersonal and customer service skills.
• Working knowledge of computers & Microsoft products.