Job description

The following statements are intended to describe the general nature and level of work being performed. They are not intended as a complete list of all responsibilities, duties and skills required of personnel so classified

SUMMARY:
The Customer Service Representative has the primary responsibility for placing calls to solicit donations from an established phone list for Closet Collections pick-up service. In addition, the Customer Service Representative is responsible for documenting and responding to incoming phone messages, and logging data to create tracking reports.

DUTIES AND RESPONSIBILITIES:
1. Place/answer telephone calls to appeal for and/or confirm scheduled donations for Closest Collections.
2. Prepare materials for daily activities including creation of daily route list for driver.
3. Performs quality assurance checks on daily merchandise delivery slips.
4. Maintains records in all database systems and perform quality assurance checks between agency records and weekly billing summaries from Savers/Value Village.
5. Creates and maintains efficient route information for Closet Collections call list.
6. Responsible for keeping inventory of program supplies needed to perform daily tasks and program literature, to included but not limited to tax receipts, brochures and flyers.
7. Coordinates with Community Development staff to publicize Closet Collections services in the community and within the agency, including all advertising and social media.
8. Performs data entry into computer system, creating reports for review
9. Obtain sufficient knowledge of program to answer all agency-related questions.
10. Assist Director of Community Development in daily administrative functions, as directed.
11. Maintain regular communications with Community Development Director and co-workers.
12. Responsible for maintaining training compliance in accordance with FRA policies and procedures, state and federal regulations.
13. Assists in other duties, as assigned.

MINIMUM EDUCATION AND EXPERIENCE:
1. High School Diploma or Equivalent.
2. General office skills with computer experience.
3. Business telephone experience required.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Ability to communicate effectively with persons via the telephone. Ability to work effectively with supervisor, co-workers and the general public. Ability to operate Microsoft Office applications to include; Word, Excel. Establishing work priorities and performance of routine tasks with minimal direction is essential. Ability to accurately input data and maintain files. Requires attention to detail and accuracy. Ability to demonstrate excellent phone etiquette.

IMMUNIZATION REQUIRED:
Annual PPD Test

WORKING CONDITIONS:
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

PHYSICAL EFFORT:
Reaching: Extending hand(s) and arm(s) in any direction.
Talking: Verbal communication skills, expressing or exchanging ideas by means of the spoken word in the English language.
Hearing: Perceiving the nature of sounds with no less than a 40 db loss. Ability to receive oral communication and make fine discriminations in sound.
Repetitive Motions: Substantial movements (motions) of the wrist, hands, and/or fingers.

ENVIRONMENTAL CONDITIONS:
None: The worker is not substantially exposed to adverse environmental conditions. The work conditions are typical office or administrative work, in office setting.

Created 10/9/19

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