Affiliate Support Center Specialist

The Affiliate Support Center Specialist acts as a key resource, providing extended knowledge, interpretation, guidance and application of organizational policies and best practices for Habitat for Humanity affiliates in the US and Canada, Affiliate Support Organizations, Campus Chapters, and ReStores. Affiliate Support Specialists also introduce affiliates to emerging programs, resource development opportunities, and ways to maximize use of HFHI’s intranet site (InHouse). This team also assists new affiliate leaders by providing long term (3-6 months), in-depth communication and guidance.

Essential Duties

***Respond to incoming calls, emails and referrals regarding interpretation, implementation and use of HFHI policy, protocol, and programs while acting as an escalation point for incoming queries from ASC Representatives (30%)

***Provide medium to long-term engagement coaching for new affiliates leaders in application of best practices for specific areas of infrastructure such as family services, board training, volunteer coordination and use of HFHI’s Intranet site (InHouse) (10%)

***Represent and present trainings about the Affiliate Support Center at conferences, summits and learning events (5%)

***Interpret applicable HFHI policies with an ability to ensure that the policy is understood by various affiliate entities (urban vs. rural, volunteer run vs. staff run, etc.) (15%)

***Provide a channel for complaints from or about the Habitat for Humanity network or internal departments (20%)

***Provide guidance to affiliates in complaint resolution (10%)

***Ensure that the “voice of the affiliate” is heard internally, as needed, using support experiences (5%)

***Assist affiliates with maintaining a Good Standing status (5%)

Cross Functional Capabilities

Employees in multiple divisions with different skillsets work together to achieve Habitat for Humanity International’s mission and common strategic goals.

Key aspects of cross-functional responsibilities in a global non-profit include: Strategic planning, program design and implementation, communication and branding, monitoring and evaluation, and compliance and risk management.


Minimum Requirements


Education
• Bachelor’s degree or equivalent work experience


Years of Related Experience
• 3 years’ experience in business customer support

Knowledge, Skills and Abilities

• Proven critical thinking skills in finding solutions given comparable situations and information
• Proven customer service skills in providing support to a variety of organizational sizes and knowledge levels
• Strong verbal and written communication skills using a variety of mediums (online, via phone, email, etc.)
• Ability to build and maintain strong professional relationships with a variety of demographics
• Proven professional conflict resolution skills
• Results-driven individual who can multitask and effectively work both independently and as a team player
• Problem solver with strong analytical and organizational skills
• Working knowledge of Microsoft Office Suite (Outlook, Excel, Word)

Preferred Requirements

• Experience in internal and/or external business consulting
• Knowledge of affiliate operations and how they relate to Habitat for Humanity International
• Knowledge of Habitat for Humanity International affiliate support systems, offerings and practices
• Understanding of HFH mission

•Active support of HFHI Values:
o Humility – We are part of something bigger than ourselves
o Courage – We do what’s right, even when it is difficult or unpopular
o 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.

Work Setting

Work is in an open office, cubical contact center environment in Americus, GA. Physical demands include ability to sit for long periods of time at a desk using phone and PC equipment to interact with constituents.
Limited travel includes occasions for off-site training and conferences within the U.S. and Canada.

The actual hourly rate 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 hiring range for this position is $23.09/hour to $27.16/hour.

Staff hired on a hybrid basis in the United States near Atlanta, Georgia / Washington, DC and Americus, GA), are required to report to the office on Tuesdays.