Affiliate Support Center Representative
The Affiliate Support Center Representative acts as a key resource for US and Canadian affiliates, ASOs and ReStores. This position provides guidance related to best practices and day-to-day network operations regarding, but not limited to, the following: HFHI Affiliate Operations and Policy manuals, understanding and staying compliant with HFHI Good Standing elements, ensuring data integrity for all affiliate network contacts, navigating HFHI’s Internet site (MyHabitat) and conducting “one and done” complaint resolution in concert with necessary affiliate network contact.
This position will be based at the Operational headquarters in Americus, GA with a hybrid work schedule, and requires 10% travel.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Act as initial screening for HFHI network contacts and resolve issue and/or answer query.
- Respond efficiently and effectively to a variety of incoming contact types including email, phone, fax and letters.
- If resolution is not possible during this initial contact, ASC Support Representative will determine the level and type of assistance required and ensure the contact is directed to the appropriate resource.
- Participate in outbound campaigns notifying network members of learning opportunities, best practices, reporting requirements and program elements.
- Assist in urgent outbound calls such as disaster assessment.
- Bachelor’s degree or equivalent experience
- 1-2 years customer service experience
- Willingness and ability to sometimes work the Monday – Friday 11-8 pm shift
- Working knowledge of Microsoft Office Site (Outlook, Excel and Word)
- Excellent communication skills (verbal and written)
- Ability to build and maintain strong professional relationships with a variety of individuals with little to no face-to-face interaction
- Self-starter who can multi-task and work both independently and as a team member
- Ability to clearly document pertinent activities and information for use by entire Affiliate Support Center team
- Active support of HFHI Values:
- Humility – We are part of something bigger than ourselves
- Courage – We do what’s right, even when it is difficult or unpopular
- Accountability – We take personal responsibility for Habitat’s mission
- Safeguarding: HFHI requires that all employees take seriously their ethical responsibilities to safeguarding our intended beneficiaries, their communities, and all those with whom we work. Managers at all levels have responsibilities to support and develop systems that create and maintain an environment that prevents harassment, sexual exploitation and abuse, safeguards the rights of beneficiaries and community members (especially children), and promotes the implementation of Habitat for Humanity’s code of conduct.
- 1-2 years Habitat experience (HFHI, affiliate and/or ASO)
- Working knowledge of Salesforce, or other, CRM tool
- Working knowledge of NICE telephony system
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.
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About Habitat for Humanity
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 embrace a history rooted in creating equity and take our mission seriously by courageously committing to a culture and workplace where all staff feel safe, welcome, visible, respected, supported and valued. As an equal opportunity employer, we realize that our success depends upon building an inclusive workforce of diverse perspectives and encourage people of varied races (which is inclusive of traits historically associated with race, including, but not limited to, protective hairstyles and hair texture), ethnicities, national origins, tribes, religions, ages, gender identities and expressions, genders, sexual orientations, marital statuses, disabilities, veteran/reserve national guard statuses, socio-economic statuses, thinking and communication styles to work with us.
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.