Rotary Support Center Coordinator

Position Title: Rotary Support Center Coordinator

Area: Rotary Support Center

Reports to: Rotary Support Center Sr. Supervisor

Classification:  Non-Exempt

Location: Evanston, Illinois

This position is designated as Fully Remote and is not expected to work from our World Headquarters (unless occasionally necessary for meetings/trainings, etc.). All employees classified as fully remote may work from any of the states where Rotary currently has employees, which includes: IL, CA, IN, OR, LA, NC, MN, WI, TN, TX, MI, GA, VA, MA, RI, and AZ (these are states where Rotary is currently registered as an employer).

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 $300 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 http://www.rotary.org.

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.

Position Overview

The Rotary Support Center Coordinator will have the primary responsibility of delivering world-class customer service to our constituents as they seek assistance with various Rotary activities.  The Coordinator will contribute to the maintenance of an accurate data management system, while 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

• Proficiency in second language preferred (Spanish/French)

• 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), Chromebook and telephone (including Automatic Call Distributor)

• 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 EPIC conversations 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.

• $22.05 - $24.50 / hour

Why work for Rotary?

• Generous medical, dental, and vision benefits package

• Progressive 401k matching contributions

• Above market and generous paid time off package

• Tuition reimbursement

• Professional development opportunities

• On-site cafeteria and coffee bar with special pricing for Rotary employees

• Flextime-several different work schedules to choose from

• Close to CTA, Metra, a variety of stores, and many food options

Please note:

• Rotary does not provide VISA sponsorship or relocation assistance