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Rotary Call Center Coordinator (French)

05/30/2019Call Center
Job Location: IL
Metro Area: IL - Chicago
Company Name: Rotary International
1560 Sherman Ave
Evanston, IL
Rotary International
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Job Title: Rotary Support Center Coordinator (French)
Area: Rotary Support Center
Reports to: Rotary Support Center Supervisor
Classification: Exempt
Organization Overview
Rotary is 1.2 million inspired business and professional leaders, in 35,000 Rotary clubs and more than 200 geographical areas united daily across cultures and occupations addressing illiteracy, disease, hunger, poverty, and lack of clean water. The fervent idea exchange celebrates diverse perspectives and facilitates positive change. Passion and engagement abound at Rotary International. In exchange for hard work and dedication, our employees are rewarded with competitive salaries, flexible schedules, comprehensive benefits, and job enrichment. We offer all this and more. Come join us. Visit www.rotary.org to learn more.
Rotary’s Commitment to Diversity
As a global network that strives to build a world where people unite and take action to create lasting change, Rotary values diversity and celebrates the contributions of people of all backgrounds, regardless of their age, ethnicity, race, color, abilities, religion, socioeconomic status, culture, sex, sexual orientation, and gender identity.
General Overview
The Rotary Support Center Coordinator will have the primary responsibility of delivering world-class customer service to our most valued constituents as they seek assistance with various Rotary activities. The Coordinator will participate in all phases of the Support Center’s operations including, but not limited to; call handling, coordination, logging, tracking, delegation, issue resolution and testing. The Coordinator will contribute to the maintenance of an accurate knowledge management system, while improving policies and procedures targeted to ensure a consistent and high quality support operation.

Education
Required: Bachelor’s degree, with international experience preferred
Preferred: Study/work abroad experience



Required Knowledge and Skills
Firm commitment to provide world-class customer service to internal/external contacts.
Excellent written, verbal, and interpersonal communication skills.
High attention to detail and commitment to accuracy.
Collaborative and creative approach to developing solutions.
Ability to work in a volunteer-led organization.
Ability to adapt to a changing environment.
Must be self-motivated and organized.
Must be able to take direction and work independently.
Ability to learn and use several different database systems and navigate between them quickly to investigate inquiries.
Multicultural experience preferred.
Proficiency in a second language preferred (Spanish or French).
Customer Service or Call /Support Center experience strongly preferred.
Proficiency in Microsoft Office Suite.

Specific Duties
Delivering world-class customer service to all inquiries received with well-informed, friendly and prompt responses.
Respond to inquiries including, but not limited to: contributions to The Rotary Foundation, recognition to donors, account corrections, information on programs and grants.
Respond to all inquiries with careful adherence to established procedures and service level agreements.
Document responses to all inquiries using internal ticketing system.
Continuously stay abreast of policy changes and expand breadth of knowledge to be able to handle wide variety of inquiries received.
Communicating updates in policy and procedures to support center team to ensure a consistency in service and message.
Contribute to the maintenance of wiki and other training materials as directed.
Address procedural updates and new information in a proactive manner and incorporate within one business day.
Identify opportunities for business process improvement and share ideas with Rotary Support Center Manager and Supervisors.
Demonstrate resourcefulness by researching answers to the variety of inquires received by the Support Center and sharing lessons learned with teammates.
Employee creativity and sound judgment to every inquiry handled..
Attend, contribute and participate in team meetings.
Prepare for and attend quarterly performance reviews with Support Center management.
Attend training and coaching sessions as scheduled.
Additional hours may be required as demand dictates. Extended vacations will be discouraged during peak seasons (November – December; May – June)
Special projects / other duties as assigned.

Prior Experience
Minimum of two years’ experience in a customer service role strongly preferred

Budget Responsibility
None

Internal Contacts
Fund Development, Foundation Research, Rotary Grants, Rotary Programs, Alumni Relations, Meetings and Events, International Offices, Communications, Data Services, Membership Development, Language Services, Alumni Relations, Financial Services, Order Services, Print Shop.

External Contacts
Rotarians; donors; current and potential members, program participants or grant beneficiaries; general public.

Candidates Must apply via our web site.

 
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