Service Center Specialist

2 days ago

Atlanta, GA, United States Arthritis Foundation Full time
Job Title

Service CenterSpecialist

Pay Grade/Class

Grade 4 SS A | Salary from $57,000.00/yr

Department

Home Office | Service Center

FLSA Status

Full Time | Non-Exempt

Supervisor (title)

Manager, Service Center

Location

Atlanta, GA

POSITION SUMMARY (Basic purpose or primary function of job)

The Service Center Specialist is responsible for serving as an expert in Arthritis Foundation platforms to support staff and volunteers in engagement efforts. The role requires strong knowledge of organizational systems, best practices, and processes. Specialists provide insight to improve workflows, support evolving organizational needs, and ensure consistent, high-quality execution across teams.

JOB RESPONSIBILITIES (Principal responsibilities or job duties)
  1. Support field staff and volunteers by creating and maintaining event sites, donation and registration forms and web pages in appropriate platform and within the SLA specified for each request. Ensure event sites are set-up and functioning appropriately prior to go-live. Provide reports as requested and any additional support as needed.
  2. Support field staff and volunteers in engagement efforts by executing email marketing campaigns, utilizing organizational best practices.
  3. Support field staff and volunteers use of Community Engine platforms (Connect Group, Online Community). Assist with troubleshooting.
  4. Ensure timely and accurate revenue and data processing and entry.
  5. Assist with training staff and volunteers on online engagement platforms to help support their engagement efforts.
  6. Traffic manage Service Center tickets including first response, review of assets, and communication of any issues or delays.
  7. Maintain an excellent level of customer service and proactive communication.
  8. Work closely with all members of the Service Center team to share field insights, identify trends, and elevate issues for resolution or process improvement.
  9. Represent the Service Center with knowledge of efficiency for programs and processes by attending regular meetings and planning sessions, providing guidance, troubleshooting, and strategic input across multiple operational areas.
  10. Provide insight, innovation, and data-driven recommendations that enhance efficiency and engagement.
  11. Support as an operational admin and registration/app specialist for the national conference and related events as needed.
  12. Other duties as assigned by the Director, Service Center Operations.
  13. This primarily remote role requires a consistent schedule with flexibility, as needed and with notice, to support organizational initiatives or colleague coverage. Occasional travel (1-2 times per year) may be required.
REQUIRED EXPERIENCE & EDUCATION
  1. Bachelor's degree or equivalent experience.
  2. Excellent organizational skills, attention to detail, and ability to handle multiple tasks and set priorities in a fast-paced environment.
  3. Demonstrated expertise in working with and understanding Donor Drive. OneCause, Salesforce Marketing Cloud and Salesforce CRM software with a minimum of one year experience on each platform or relevant experience on similar platforms.
  4. Previous experience managing technology and logistics for fundraising and mission events.
  5. Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint), web-based applications, social media, and computer equipment.
  6. Ability to work independently as a motivated self-starter with limited supervision and manage projects to completion with accountability for goal setting and results.
  7. Superior oral and written communication skills; strong interpersonal skills with demonstrated ability to interact positively and work collaboratively in a diverse environment with individuals at all levels inside and outside the organization, including staff, and volunteers.
  8. Outstanding customer service skills.
  9. Ability to work in remote/virtual environment.

ESSENTIAL JOB FUNCTIONS AND TIME ALLOCATIONS

Create and maintain event web sites, donation and registration forms and web pages, execute email marketing campaigns.

35%

Operational and Conference Support

5%

Support Request Management and Customer Service

45%

Strategic Partnership, Expertise, and Representation

10%

Reporting and Data Quality

5%

Total

100%

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