Call Center Associate

The-Salvation-Arm; Wilkes-Barre (Luzerne County); On-site; USD 36,000 - 48,000; Full time

Job summary

The Salvation Army ARC Command in the United States seeks a Donor & Customer Communications Associate to be the first point of contact for donors, customers, and the public reaching our Call Center. You will provide professional, courteous, and informative assistance about donations of goods and vehicles, and support the mission with accuracy and empathy.

Strong English, detail orientation, and proficiency with MS Office are required; experience with CATS/DSS is helpful.

Qualifications

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

Responsibilities

• Respond to all communications in a courteous, professional, and timely manner.
• Explain Donation programs and provide store and contact information for other services.
• Handle 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 (CATS, DSS, and other programs).
• Handwrite details neatly and input into the system if there is a system outage.
• Provide guidance regarding abandoned vehicles, rejected items, or donation cancellations.
• Assist donors by rescheduling pickups or resolving issues.
• Escalate complex issues to the Assistant Director or Director as needed.
• Assist with general administrative tasks such as donor mailings, forms, and paperwork.

Skills

Customer service

Attention to detail

Professional communication

Microsoft Office

Education

High School Diploma

Tools

CATS

DSS

MS Office

Job description

About the Job:

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:

• 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.

About The Salvation Army ARC Command:

For more than 100 years, The Salvation Army has operated rehabilitation facilities across the country that provide help and hope to individuals with a variety of problems, including issues relating to substance abuse. Our charitable residential programs offer spiritual, emotional, and social assistance in an environment designed to help participants live healthy, fulfilling lives.