Job Location

DEC

Job Summary:

Primarily responsible for scheduling donors for home pickups. Answers all incoming calls and emails daily. Interacts with Goodwill donors in a professional, pleasant and efficient manner to arrange the most convenient time to pick up donations. Provides follow-up calls and responds to emails in a timely manner. Provides administrative and informational support and excellent customer service to the department and donors.

The Donation Services Scheduler will promote a positive work environment that celebrates our vision, mission and core values of Teamwork, Respect, Uprightness and Empowerment in every action and interaction with team members, donors, customers, management and persons served.

Job Description

Essential Functions

• Answers/Responds to daily phone calls and emails from individuals seeking a donation pickup.
• Utilizes and manages the software scheduling program to schedule all Donation Services pickups.
• Speaks clearly and persuasively by asking key logistical questions regarding type and amount of donations, address, available times, and answer all questions regarding donation pickup process.
• Enters data using the CRM software to track donors and donor facilitators.
• Demonstrates accuracy and thoroughness in data entry, and seeks opportunities to improve and promote quality.
• Exhibits a high level of customer service awareness, including being courteous and appreciative to all donors when scheduling pickup services at the best available times.
• Follows up with donors for pre-pickup confirmations.
• Be knowledgeable of and ensure compliance with all company policies and procedures, as well as legal requirements, at all times.
• Maintains a clean and safe work environment.
• Regular, reliable attendance, as defined in Goodwill’s attendance policy.
• Other duties as assigned by management.

Minimum Qualifications

Required Skills

Education

• A minimum High School diploma or GED.

Experience

• Six months experience with scheduling, logistics or dispatch services; or, providing customer service in a call center environment.

Knowledge and Skills

• Must be able to communicate effectively verbally and through email.
• Must have good organizational skills.
• Able to learn new processes quickly.
• Must be able to juggle multiple priorities.
• Be familiar with the Middle Tennessee area and zip codes.
• Must have above average computer skills and be able to use Google Chrome
• Able to follow verbal instructions and work as a team member.
• Able to learn new processes quickly.
• Able to communicate effectively with other employees.
• Able to provide a neat, professional image for the department.
• Strong customer service and interpersonal skills.

Certifications and Licenses

• None

Preferred Education / Experience / Knowledge & Skills / Certifications & License

• Computer skills, including Microsoft Office Suite, Google Chrome, and Vonigo preferred.
• Prior scheduling experience preferred.