Donor Support & Call Center Specialist

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

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.