Member Services Phone Team Leader

Job Description

Under the direction of the Operations Director, the Member Services Phone Team Leader plans, coordinates, supervises, and participates in the activities of the team.  The team answers phone calls from members fulfilling requests and offering encouragement and comfort to them in their times of need.

DUTIES

• Plans schedules, assigns work, monitors operations, and maintains the flow of phone calls through the department.
• Handles post-transactions and make decisions regarding questions about member records, gifts, and/or appeals. Also updates member record with various information as needed.
• Coordinates activities with other teams; attends a team leader meeting chaired by the
• Operations Director to review past progress, current status, and future requirements.
• Oversees that the personalized letters are updated/maintained as needed for use by the Member Services Teams as well as for use by Mission Advancement.
• Works out mutual goals and standards with individual team members, then coaches,appraises, and evaluates personnel performance in order to meet these goals.
• Evaluates the teams methods and needs, and makes appropriate recommendations.
  With others, sets standard acknowledgement and proofreading guidelines.
• Acts as a liaison between staff and the Human Resources Manager if personnel matters cannot be resolved within the team. Gives primary approval/disapproval of leaves requested and forwards this information.
• Acts as an advisor in determining personnel requirements.
• Coordinates ordering supplies and equipment maintenance and repair.
• Oversees the team in assisting the Hospitality Team Leader as needed for tours and busy times in the gift shop as well as other teams as needed.
• Performs other related duties as required.

ORGANIZATION

Reports directly to the Operations Director.  Supervises all Member Services Phone Team personnel. 

STATUS, CLASSIFICATION, AND SALARY LEVEL

Exempt
Member Services Team Leader
Salary Level – “A”

QUALIFICATIONS

Three years of experience with the Member Services Phone Team is desired, but not required.  Have knowledge of the various phases of secretarial work. 

Must have a good working knowledge of the flow of mail through the Office.  Must know how to acknowledge mail and how to key post-transactions. 

Must have a personal concern for our members, and compassion for them and their problems.

Must be able to communicate effectively with members of the team.  Must be able to communicate effectively with all levels of management and relate the various Member Services operations to them.

This is a full-time position.  Must be willing to work the hours necessary to perform the job effectively.

EOE