Job description

Job Overview
Abounding Grace Foundation is seeking a dedicated and compassionate Remote Call Centre Representative to join our team. This is a full-time, remote position for candidates based in Pasadena, California, United States. As the first point of contact for our community, you will play a vital role in upholding our foundation's values and supporting our mission. The ideal candidate is an outstanding communicator with a genuine passion for providing exceptional service and making a positive impact.
Responsibilities

• Professionally handle inbound calls and email enquiries, providing a warm and helpful first impression of the foundation.
• Provide accurate and clear information regarding our organisation's programmes, events, and donation procedures.
• Address and resolve supporter questions and concerns with empathy and efficiency, escalating complex issues to the appropriate department when necessary.
• Maintain detailed and accurate records of all interactions within our customer relationship management (CRM) system.
• Develop and maintain a comprehensive knowledge of the foundation's work to effectively assist all callers.
• Follow communication scripts and guidelines to ensure a consistent and high-quality service experience.
• Collaborate with the team to meet individual and collective performance goals.

Qualifications

• Proven experience in a call centre, customer service, or a similar client-facing role.
• Exceptional verbal and written communication skills with a professional and courteous telephone manner.
• Strong active listening and problem-solving abilities.
• High level of proficiency in using computers, including MS Office and CRM software.
• Demonstrated ability to work independently and manage time effectively in a remote environment.
• A patient, empathetic, and resilient attitude, particularly when handling sensitive enquiries.
• Excellent organisational skills and a keen eye for detail.
• Must have access to a quiet, private workspace and a reliable high-speed internet connection.

Benefits

• A competitive hourly rate of $25 - $35 USD.
• The opportunity to be part of a meaningful, mission-driven organisation.
• A supportive and collaborative remote team culture.
• Flexibility and work-life balance offered by a fully remote position.