Support Center Agent

Title: Rotary Support Center Agent (Portuguese/English)

Area: Global Services – Rotary Support Center

Reports to: Administrative Supervisor

Classification: Non-Exempt

Location: São Paulo, Brazil

This position is designated as Individual Hybrid with Set Frequency and expected to work from the RIBO one day per week (determined by individual based on business requirements). Because this position has been identified as requiring at least some time in the office, you must live within reasonable commuting distance from RIBO.

In this position, are expected to work from the office as required by your supervisor/manager/director/GM and may be called upon to do so at any time and for any length of time as business needs may dictate.

Organization Overview

Rotary is a membership organization that unites people from all continents and cultures who take action to deliver real, long-term solutions to pressing issues facing our communities and the world. Each year, Rotary members expand their networks, build lasting relationships, and invest more than $200 million and 16 million volunteer hours to improve lives and create positive change in the world. In exchange for hard work and dedication in support of Rotary's clubs, members and other participants, and their humanitarian service projects, our employees receive competitive salaries, flexible schedules, comprehensive benefits, and job enrichment. To learn more, visit

Rotary's Commitment to Belonging

At Rotary, we foster a welcoming environment where all employees are valued and empowered. We are dedicated to creating meaningful opportunities and supporting the growth and well-being of our team. Join us in building a world where everyone can unite, take action, and create lasting change." 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.
• 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.
• Demonstrating resourcefulness by researching answers to the variety of inquires received by the Support Center via emails and phone calls.
• Collaboration and developing creative solutions.
• Taking direction and working independently.

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)

Leadership Attributes

• Communication: Be open to receiving ideas from diverse viewpoints and able to communicate messages so that they are universally understood.
• Collaboration: Builds partnerships and works jointly with others to meet shared objectives.
• Accountability: Have a clear sense of ownership and take personal responsibility for actions.
• Adaptability: Respond to changes willingly and recognize when to adjust based on the situation.

Why work for Rotary?

• Healthcare and dental plan
• Private pension plan
• Tuition reimbursement
• Professional development opportunities
• Life Insurance
• Meal voucher
• Food voucher
• Transportation voucher