Call Center Operator

Join to apply for the Call Center Operator role at St. Matthew's House (Southwest Florida).

Our core purpose:
As an expression of God’s love in Southwest Florida, we are growing to ensure that no one experiencing hunger, homelessness or addiction is alone or without a pathway for their journey from crisis to contributor. Together with our partners and participants, we cultivate communities where people are progressively seen, accepted, challenged, and supported.

The Call Center Operator will create an environment of appreciation and professionalism for all donors who contact St. Matthew’s House. The operator will multitask, answer incoming calls and effectively handle all customer service issues while maintaining a positive demeanor during stressful, high‑volume situations. They must be performance‑driven and strive to achieve the highest quality of customer service.

• Assist the organization in meeting and exceeding our productivity goals, measured by a 90% or greater weekly NPS score on donor reviews.
• Establish a level of trust between St. Matthew’s House and its donors by following through on every call received.
• Ensure our donors fully understand the mission to which they are donating.
• Handle scheduling communications with donors, including pickup confirmations, cancellations and reschedules.
• Properly acknowledge donors after they make a donation in various ways, including telephone calls and/or written correspondence.
• Enter data into the SMH T‑Drive and maintain logs, activities and other information.
• Provide excellent public relations and demonstrate strong communication skills with donors and colleagues.
• Maintain a positive team dynamic and build relationships with fellow employees.
• Safety is foremost in all we do; this position must consider it for every decision made.
• Perform related work as required.

• Education:
  
  High School diploma or equivalent (preferred).
• Experience:
  
  Minimum 1‑year experience in customer service (strongly preferred).
• Confidentiality:
  Works with confidential information.

Mainly office‑based, warehouse and surrounding area. Flexible work hours; position may require overtime or holiday work.

Entry level

Full‑time

Management and Manufacturing

Non‑profit organizations