ReStore Logistics Call Center Assistant

 

Date: Summer 2019
Department: ReStore
Reports to:  ReStore Logistics Team
Classification: Part-time, Non-exempt

Position Summary:     

The Logistic Call Center Assistant (LCCA) will act as the primary donor / client facing representative on behalf of the Habitat ReStore organization.  As an integral part of the Logistics Team, the LCCA coordinates with prospective donors to facilitate the acquisition of qualified donated products and materials for resale by the ReStores.  This is a solutions oriented role seeking what is best for the donor / client while insuring Habitat receives the best mix of materials suited for store resale.

Essential Program Duties and Responsibilities:

General

  • Communicate with donors via phone / email to screen materials and facilitate acquisition of qualified donations
  • Find solutions for the donor. Help the donor identify other options if the ReStore cannot accommodate
  • Maintain timely communication with donors: answering inbound calls, returning missed calls and replying to written correspondence within 1 business day
  • Manage relationships proactively and with professionalism
  • Schedule pickups and coordinate with Logistics team to procure donations
  • Maintain donor database and supply donor acknowledgements by mail or email
  • Administrative support including dashboard statistics, IRS documentation and budget adherence
  • Work as an integral part of the ReStore Logistics team
  • Know the Habitat mission and history.
  • Occasional weekday evenings and weekends needed to balance workload
  • Must have temperament that can handle high volume of customer service calls - requires patience
  • Requires sitting for long hours and answering phone calls

Metrics:

  • Meet / exceed target customer service standards in regards to call answer rates, responsiveness to voicemails/written communication, etc.
  • Maximize Logistics Contribution – ReStore revenue less total logistics expense – a shared Logistics team measure
  • Meet / exceed expectations in regards to material qualification reflected in rate at which items are declined at the time of pick-up
  • Ensure that trucks are fully scheduled and running at capacity in order to maximize the value of donated material

Knowledge, Skills, and Abilities:

  • Training / experience in customer service
  • Ability to work independently and take initiative when needed
  • Excellent oral and written communication skills; ability to communicate clearly with donors, volunteers, and customers
  • Retail industry, supply chain or equivalent experience preferred
  • Proficient knowledge of Microsoft Office Suite (e.g. Word, Excel, Outlook, PowerPoint)
  • Ability to manage multiple databases and adapt to new technology

Evaluations:
Written evaluations will be provided at 3 and 12 months after start date of employment. Subsequent written evaluations will be given annually.

Note: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as desired.

Interested candidates must submit both a cover letter and resume to Lucinda Lee O’Sullivan, Director of HR & Operations at hr@habitatebsv.org.

About the Author

Habitat for Humanity East Bay/Silicon Valley

As an independent affiliate of Habitat for Humanity International, Habitat East Bay/Silicon Valley believes in a world where everyone has a decent place to live. We create opportunities for families to transform their lives, gaining the strength, stability, and self-reliance they need to build a better future. Working together as a community, we build homes with affordable mortgages, repair and renovate existing homes, counsel first-time homebuyers, and revitalize neighborhoods in Alameda, Contra Costa, and Santa Clara counties. For more information, please call 866.450.4432.

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