Customer Relations Specialist
Position Responsibilities
Create an atmosphere of fun and magic for visitors, callers, and staff.
Ensure that all volunteers receive a strong selling proposition in order to move them from the point of first contact to active enrollment. This includes engaging the volunteer, determining the best way to get them involved and making it easy for them to get started.
Provide a sense of value and responsiveness to parents of youth who call to inquire about their child having a Big.
Provide those who inquire with basic program information, choices, and flexibility.
Obtain preliminary contact information then schedule an enrollment interview within a prescribed time frame.
Send forms or program information as needed via e-mail, fax or mail to volunteers and families.
Track and maintain recurring contact with potential volunteers who do not begin the enrollment process.
Check references and conduct criminal and child abuse background checks for volunteers.
Enter all inquiries and pertinent data into database.
Competencies
Customer Focus—Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; talks and acts with customers in mind; establishes and maintains effective relationship with customers and gains their trust and respect.
Interpersonal Savvy—Relates well to all kinds of people outside the organization; builds appropriate rapport; listens; builds constructive and effective relationships; uses diplomacy and tact; truly values people;
Approachability—Is easy to approach and talk to; spends the extra efforts to put others at ease; can be warm, pleasant and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; identifies informal and incomplete information in time to do something about it
Commitment to Task—Willing and able to pursue goals with commitment and to take pride in accomplishment. Willing and able to take action to achieve goals beyond what is necessarily called for.
Organizing—Can marshal resources to get things done; orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
Marketing—Awareness and understanding of Brand New Thinking and accelerated, customer-focused service delivery
Position Requirements
Must have a strong sales and customer service focus.
Must have high level of organization.
Must have a professional demeanor.
Must have technical skills to maintain database and produce reports.
Must be willing and able to work with diverse populations.
Match Support and Relationship Development Specialist
Position Responsibilities
Carry out a match specific plan that adds agency value to the match and provides on-going child safety oversight.
Contact volunteers, parents, and children according to agency standards, in order to provide both on-going risk management and support to keep the match going.
Discuss match activity, personal safety reminders, and goal accomplishments
Make assessments of individual training needs, information, and support needs for each participant to assure a successful experience for the child and volunteer.
Share information during contacts about agency activities such as Bowl For Kids’ Sake or other program activities
Plan and carry out agency events that volunteers and children enjoy and attend.
Conduct match evaluations with parent, child, and volunteer input according to agency standards
Provide timely and comprehensive write-ups of all contacts
Refer to supervisor all problem situations if further support is warranted.
Conduct exit interview by phone with all parties at match closure.
Re-engage volunteers, children, and parents as appropriate after match closure
Maintain accurate paperwork for each match according to BBBSA and agency standards.
Enter information into computer as information is gathered.
Recognize and reward volunteers.
Competencies
Customer Focus—Is dedicated to meeting the expectations and requirements of fellow staff, volunteers, children, parents and agency partners; talks and acts with them in mind; establishes and maintains effective relationship with customers and gains their trust and respect; views her/his role as adding value to the experience of volunteers and children in their match relationship.
Priority Setting—Spends her/her time and the time of others on what’ s important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus
Listening—Practices attentive and active listening; has the patience to hear people out, can accurately restate the opinions of others even when he/she disagrees; understands child safety issues and is vigilant in recognizing signs of problems.
Approachability—Is easy to approach and talk to; spends the extra efforts to put others at ease; can be warm, pleasant and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; identifies informal and incomplete information in time to do something about it
Commitment to Task—Willing and able to pursue goals with commitment and to take pride in accomplishment. Willing to commit to work beyond the normal workday on occasion to reach goal. Willing and able to take action to achieve goals beyond what is necessarily called for.
Organizing—Can marshal resources to get things done; orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently, including effective time management; arranges information and files in a useful manner.
Compassion—Genuinely cares about people; is concerned about their work and non-work problems; is empathetic to the plight of others not as fortunate; demonstrates real empathy with the joys and pains o others
Understanding Others—Listens carefully to various points of view, whether or not he/she agrees; suspends judgement until others have had their say; accepts diversity in others
Marketing—Awareness and understanding of Brand New Thinking and accelerated, customer-focused service delivery
Telephone – Enjoys talking on the phone and does it effectively
Position Requirements
Must possess a minimum of a Bachelor’s Degree unless under the supervision of a bachelor degreed middle manager or higher
Must have high level of organization
Must have experience and knowledge of managing volunteers
Must have excellent writing skills; be able to document clearly, accurately and succinctly
Must have knowledge of child safety indicators
Must be a problem solver with creativity skills
Must have good telephone communication skills and willingness to be on the phone 85% of the time
Must be willing to work weekends and evenings as required
Must be willing and able to work with diverse populations
Enrollment and Matching Specialist
Position Responsibilities
Conduct volunteer enrollments, including: individual orientations, interviews, home assessments, and completion of any other required checks.
Conduct client enrollments including parent/child interviews, child safety, etc.
Provide timely and comprehensive write-ups and recommendations for participation in the program based upon assessments of each individual.
Conduct volunteer and client reassessments/updates.
Provide options for volunteers not suited for certain programs
Make matches and facilitate match meetings.
Maintain accurate paperwork for each match according to BBBSA and agency standards.
Enter information into computer as information is gathered.
Competencies
Customer Focus—Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; talks and acts with customers in mind; establishes and maintains effective relationship with customers and gains their trust and respect.
Sizing Up People—Is a good judge of talent; after reasonable exposure, can clearly articulate the strengths and limitations of people inside or outside the organization; can accurately project what various people are likely to do across a variety of situations
Listening—Practices attentive and active listening; has the patience to hear people out, can accurately restate the opinions of others even when he/she disagrees.
Approachability—Is easy to approach and talk to; spends the extra efforts to put others at ease; can be warm, pleasant and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; identifies informal and incomplete information in time to do something about it
Commitment to Task—Willing and able to pursue goals with commitment and to take pride in accomplishment. Willing to commit to work beyond the normal workday on occasion to reach goal. Willing and able to take action to achieve goals beyond what is necessarily called for.
Organizing—Can marshal resources to get things done; orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
Marketing—Awareness and understanding of Brand New Thinking and accelerated, customer-focused service delivery.
Position Requirements
Must possess a minimum of a Bachelor’s Degree
Must have high level of organization and ability to schedule time well
Must have excellent writing skills
Must have the ability to assess both adults and youth
Must be willing to work weekends and evenings as required
Must be willing and able to work with diverse populations
Must have car, valid driver’s license
