Rotary Support Center Agent

2 semanas atrás

Sao Paulo, Brasil Rotary International Tempo inteiro

**Rotary Support Center Agent - **Contingent Worker

(Contract for 1 year).

**(Bilingual Preferred: English/Portuguese)**

**Area: Member Support - Rotary Support Center**

**Reports to: People & Talent and Administrative Supervisor at RIBO**

**Overview**

The Rotary Support Center Agent will have the primary responsibility of delivering world-class customer service to our constituents as they seek assistance with various Rotary activities. The Agent improving policies and procedures targeted to ensure a consistent and high quality support operation through call handling, coordination, logging, tracking, delegation, issue resolution, and testing.

**You Will Have**
- Bachelor’s Degree preferred.
- Customer service or Call/Support Center experience strongly preferred.
- Proficiency in second language preferred (Spanish).
- Ability to learn and use multiple database systems and navigate between them quickly to investigate inquiries.
- Minimum of two years’ experience in a customer service role preferred.
- Proficient use of PC (including all applicable software), telephone (including Automatic Call Distributor), fax, copier, scanner, and printers.
- Proficiency in Microsoft Office Suite
- Professional, customer focused soft skills.
- Commitment to maintaining benchmark performance levels.

**You Are Good At**
- Excellent written, verbal, and interpersonal communication.
- Working in a volunteer led organization.
- High attention to detail.
- Ability to adapt to a changing environment.
- Collaboration and developing creative solutions.
- Taking direction and working independently.

**You Are Open To**
- Additional hours during peak seasons (November-December; May-June). Time off will be discouraged during peak seasons.
- Attending Training and coaching sessions as scheduled.

**You Will Be Responsible For**
- Delivering world-class customer service to all inquiries received with well-informed, friendly and prompt responses. Inquiries including but not limited to: contributions to The Rotary Foundation, recognition to donors, account corrections, information on programs and grants.
- Communicating updates in policy and procedures and incorporating new information in a proactive manner.
- Responding to all inquiries with careful adherence to established procedures and service level agreements.
- Documenting responses to all inquiries using internal ticketing system.
- Developing annual goals and attending quarterly performance reviews with Support Center management.
- Identifying opportunities for business process improvement and sharing ideas with Rotary Support Center Manager and Supervisors.
- Attending, contributing and participating in team meetings.
- Adhering to the Support Center Attendance Policy.
- Creating a professional development plan. (Strongly encouraged)

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