Position Description: Community Service Executive

Position Description: Community Service Executive

POSITION DESCRIPTION

Position Title: Community Service Executive

Date: May 2015

1. ORGANISATIONAL CONTEXT

At Good360 Australia our mission is to provide charities of all sizes and causes nationwide with access to vital corporate product donations enabling them to save money, expand programs and strengthen their impact.
We will apply our unique digital technology to our online donation marketplace providing a seamless process that links ordering, shipping, warehousing operations and member support together and eliminates delays in meeting demand. Our innovative approach will leverage social network functionality creating new and engaging online solutions that expand the impact of each donation, build corporate citizenship, and create positive outcomes for companies, communities and the environment.

2. POSITION SUMMARY

(A brief summary of the Position’s purpose or role

3. RESPONSIBILITY PROFILE

1.  Accept and carry out responsibilities in accordance with the relevant Good360 safety system.
2.  Lead a team of volunteer Community Service Assistants.
3.  Be the first point of call for charities needing assistance using the Good360 Giving Place.
4.  Guiding people through the Giving Place process, and making sure they have a great experience.
5.  Outbound calls assisting first time users, encouraging usage and helping people get the most out of Good360.
6.  Along with the Charity Partner Executive, monitor and engage with all charity partners throughout the year to ensure positive and purposeful relationships and to ensure that Good360 is having a positive impact on all charity partners.
7.  Work with the Charity Partner team to identify product need of charity partners and identify potential donors for this product.
8.  Work with the Marketing and Communications team to profile partnerships and success stories where appropriate.
9.  Produce charity partner reports on a monthly basis to monitor growth and to identify areas of need.
10. Assist with the organisation of Good360 events where required.
11. Assist the Charity Partner Executive with other tasks, as required.

4. APPOINTMENT PROFILE

A. Selection Criteria

Qualifications and Experience

Essential:

·  Exceptional communication and communication skills (verbal & written)

·  Minimum 3 years experience in an online customer service role

·  Experienced with common online customer service platforms (Uservoice, Zendesk or equivalent)

·  Extremely internet savvy

Competencies

·  Worked or been previously involved with a start-up or rapidly growing business

·  Proven ability to develop solutions and prioritise their work

·  Thorough attention to detail

·  A desire to succeed with a proven track record in delivering results

(Those underlying characteristics of the individual which are aligned with Good 360’s Values and are critical behaviours for superior performance)

·  Strong customer focus; and

·  Plenty of motivation and confidence;

·  Lots of energy, with an outgoing and enthusiastic personality;

·  An active interest and experience in engaging with people via telephone conversations;

·  Ability to work independently and in a team; and

·  Good organisational skills.

B. Conditions of Employment

Remuneration Basis: / Casual
Location: / Good360 Head Office Sydney

and all conditions outlined in Good 360’s Policies and Procedures.

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Version 1.0 2 Updated: Wednesday, June 3, 2015