Affiliate Support Center Specialist
- Respond to incoming calls, emails and referrals regarding interpretation, implementation and use of HFHI policy, protocol and programs. (40%)
- Analyze and respond to escalated cases. (20%)
- Provide a channel for complaints from or about the HFH network or internal departments. (10%)
- Provide medium to long-term engagement coaching for affiliates in application of best practices for specific areas of infrastructure such as family services, board training or volunteer coordination. (10%)
- Provide guidance to affiliates in complaint resolution. (10%)
- Other related duties as assigned by supervisor. (5%)
- Represent the Affiliate Support Center at conferences, summits and learning events. (5%)
- Bachelor's degree or related work experience
- 3 years related experience
- Strong customer service skills
- Proven critical thinking skills
- Results-oriented
- Detail-oriented
- Analytical problem solver
- Ability to multi-task and stay focused
- Effective interpersonal, verbal and written communication skills
- Proficient in use of MS Office suite of programs (PowerPoint, Word, Excel)
- 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.
- 3-5 years Habitat experience
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