Specialist, Volunteer Support

The Volunteer Support Specialist provides customer service and Tier 1-2 technology assistance to  volunteers. The role helps volunteers navigate accounts, systems, processes, knowledge resources, and service tools; documents and resolves cases; identifies recurring problems; and escalates Tier 3 technology, field, people, compliance, or program issues to the appropriate team. This role uses system and service data to identify gaps, support process improvements, and strengthen the infrastructure that enables volunteers to serve clients and communities.

Essential Functions:

·       Provide centralized operational support to volunteers and field leaders to facilitate effective delivery of  mentoring, education, events, and advanced programming.

·       Identify and address system, process, and operational barriers that prevent or delay volunteers from serving clients.

·       Guide volunteers in navigating  systems, processes, tools, and resources required for service delivery.

·       Coordinate with headquarters and field teams when volunteer service needs require additional expertise, intervention, or resources.

·       Troubleshoot volunteer issues involving Engage, Salesforce/CRM, Google Workspace, Zoom, events, system access, and related tools.

·       Own the coordination and resolution of volunteer inquiries from inquiry through resolution, providing a positive experience through high-quality service and communication

·       Maintain continuity of volunteer communication throughout the resolution process, providing clear updates, next steps, and confirmation of resolution

·       Manage a high volume of requests ranging from routine service and program inquiries to complex service issues

·       Assess, prioritize, and triage inbound requests, escalating complex or sensitive issues to the appropriate headquarters staff, chapters, and field leaders where appropriate

·       Partner with internal HQ teams and volunteers to remain knowledgeable of 
 programs, services, policies, processes, and resources

·       Identify recurring volunteer support needs and recommend improvements to workflows, guidance, training, and support resources.

·       Develop and maintain scalable guidance, tools, and self-service resources based on common volunteer questions and system issues

·       Monitor volunteer service-delivery activity to identify gaps, delays, and operational barriers affecting client service.

·       Review Engage and related service data to support monitoring of mentor contribution, MRE submission-to-session delivery, services per client, event activity, and other established performance indicators.

·       Support reporting that provides Field Operations leadership with visibility into volunteer service activity and operational performance.

·       Maintain complete and accurate case records in the HappyFox platform, including volunteer needs, actions taken, case status, escalations, and final resolution

·       Prepare service reports by gathering data collected during customer interactions

·       Provide operational feedback on how system or process changes affect volunteers and service delivery.

·       Maintain current knowledge of  programs, volunteer processes, policies, systems, and resources through ongoing collaboration with HQ staff and Field leadership

·       Minimize volunteer wait times by efficiently assessing support needs, coordinating appropriate resources, and advancing inquiries from initial request through resolution.

·       Work autonomously, following all communication procedures, guidelines, and policies

·       Contribute to volunteer satisfaction and retention by providing responsive, consistent, and effective operational support

·       Adhere to  confidentiality and security standards of client information

·       High School diploma or equivalent

·       Any equivalent combination of training, education, and experience that demonstrates the ability to perform the essential functions of the position

#LI-DA2

·       Minimum of 2 years of experience in customer service, client support, call center operations, or a related field

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This job is Fully Remote.

Pay Range: Hourly $30.00 to $35.00

We offer several comprehensive benefits package including health and life insurance, paid and unpaid time off, and retirement and savings plans to qualifying employees.

Download the Sparks Group mobile app from Apple App Store or Google Play.

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Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.