Provides high-level administrative support in the contact center, assisting with quality assurance, escalated issues, and continuous improvement.
Key Responsibilities:
ESSENTIAL DUTIES
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 REQUIREMENTSTypically 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 REQUIREMENTSAssociate’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:
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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.
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.