Spec- Affiliate Support Center

Essential Duties

• Respond to incoming calls, emails and referrals regarding interpretation, implementation and use of HFHI policy, protocol, and programs while acting as an escalation point for incoming queries from ASC Representatives (30%)
• Provide medium to long-term engagement coaching for new affiliates leaders in application of best practices for specific areas of infrastructure such as family services, board training, volunteer coordination and use of HFHI’s Intranet site (MyHabitat) (10%)
• Represent and present trainings about the Affiliate Support Center at conferences, summits and learning events (5%)
• Interpret applicable HFHI policies with an ability to ensure that the policy is understood by various affiliate entities (urban vs. rural, volunteer run vs. staff run, etc.) (15%)
• Provide a channel for complaints from or about the Habitat for Humanity network or internal departments (20%)
• Provide guidance to affiliates in complaint resolution (10%)
• Aid affiliates with maintaining a Good Standing status (5%)

Education

• Bachelor’s degree or equivalent work experience

Years of Related Experience

• 3 years

Knowledge, Skills and Abilities

• Proven critical thinking skills in finding solutions given comparable situations and information Proficient
• Proven customer service skills in providing support to a variety of organizational sizes and knowledge levels Highly Proficient
• Strong verbal and written communication skills using a variety of mediums (online, via phone, email, etc.) Proficient
• Ability to build and maintain strong professional relationships with a variety of demographics Proficient
• Proven professional conflict resolution skills Proficient
• Results-driven individual who can multitask and effectively work both independently and as a team player Proficient
• Problem solver with strong analytical and organizational skills Proficient
• Working knowledge of Microsoft Office Suite (Outlook, Excel, Word) Proficient

Physical Demands

• Work in an open office, cubical contact center environment in Americus, GA. Physical demands include ability to sit for long periods of time at a desk using phone and PC equipment to interact with constituents. Limited travel includes occasions for off-site training and conferences within the U.S. and Canada.

About Habitat for Humanity

• Habitat for Humanity, founded in 1976, is a global, Christian-based nonprofit organization that grew out of an intentionally multi-racial community in rural Georgia. Seeking to put God’s love into action, Habitat brings together people of all faiths and people of no faith to build homes, communities and hope. Working alongside each other, we help families and individuals build and improve places to call home and achieve the strength, stability and self-reliance they need to build better lives for themselves.
• At Habitat for Humanity International, we are compelled by our Koinonia roots to put God’s love for all into action and pursue housing equity and opportunity by bringing all people together to build community and drive impact. We strive to build a culture rooted in learning, accountability and trust, attracting and retaining mission-driven talent reflective of the global communities we serve.
• We also require that all staff take seriously their ethical responsibilities to safeguarding our intended beneficiaries, their communities (especially children) and all those with whom we work. In line with the prevention of sexual exploitation and abuse, all staff must pass a thorough background screening and will be held accountable to upholding our policies around ethical behavior, including safeguarding and whistleblowing.

About the Role

• Location: Americus, GA
• Experience: Experience in internal and/or external business consulting
• Knowledge: Knowledge of affiliate operations and how they relate to Habitat for Humanity International
• Practice: Knowledge of Habitat for Humanity International affiliate support systems, offerings and practice
• Mission: Understanding of the HFH mission - Active support of HFHI Values: - Humility – We are part of something bigger than ourselves
• - Courage – We do what’s right, even when it is difficult or unpopular
• - Accountability – We take personal responsibility for Habitat’s mission

Pay

• The actual salary offered for this role will be based on a variety of factors, including location, internal equity and the candidate’s qualifications and professional experience. HFHI offers a competitive, comprehensive benefits package that varies by country and typically includes vacation leave, sick leave, personal days, health insurance options, retirement plan contributions and life insurance. For work locations in the US, the hiring range for this position is $25.83/hr. to $30.38/hr.

Schedule

• Staff hired on a hybrid basis in the United States near an HFHI office location (Atlanta, Georgia / Washington, DC and Americus, GA), are required to report to the office on Tuesdays.