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New York Cares

Meets pressing community needs by mobilizing caring New Yorkers in volunteer service.

Volunteer Support Officer

Reporting to the Volunteer Relations & Support Director, the Volunteer Support Officer leads, through a skilled team, New York Cares’ customer relationship management and customer service efforts. New York Cares volunteers mobilize on a variety of projects city-wide, providing support to hundreds of thousands of vulnerable New Yorkers each year. The Officer role has three key accountability streams:  
(1)  In collaboration with the Director, Volunteer Relations & Support, the Officer provides strategic direction and sets clear, ambitious, and culturally responsive goals for team members’ project/operational planning and execution, holds them accountable for exceeding those goals, and coaches and supports each team member to realize their full potential. 
(2)  The Officer serves as a customer relationship management and customer service expert for internal and external stakeholders.
(3)  The Officer supports department members, collaborates with members of other departments, assists the Director with department administration, and serves on cross-functional committees within New York Cares to help drive organizational effectiveness and efficiency.

This role interfaces with volunteers, Team Leaders, Key External Partners (NYC Service, VRS Funders), Organizational Officers and routinely collaborates with the following teams and departments: Volunteer Relations, Volunteer Events, and Community Relations, Program Design & Evaluation, Development, and Technology. 

Responsibilities

  •  Manage a team of 5-6 direct reports, including full-time, part-time, seasonal, and intern staff 
  •  Design, develop, and deploy our customer service and Customer Relationship Management tools to ensure meaningful relationship management at scale.
  •  Serve as department liaison for inter-departmental committees 
  •  Map and optimize information flow between departments to support the team's effort in creating a holistic/single point of contact experience for Team Leader.
  •  Represent New York Cares to funders and external audiences 
  •  Staff approximately 10 corporate service project per year.

This list is not an exhaustive job description. It is meant to describe the essential duties and the range of responsibilities for the Officer, Volunteer Support role. Additional duties may be assigned as needed.

Qualifications

  •  Bachelor’s degree and minimum of three years’ work experience; HS/HS school equivalency plus combination 6 years relevant experience and/or post-secondary training/education considered. 
  •  Spanish or Mandarin fluency a plus
  •  Candidates with significant experience in the areas of volunteer engagement, community organizing, or pro-social digital customer service are encouraged to apply. 
  •  Excellent interpersonal, written and verbal communication skills; Spanish language fluency, a plus
  •  Ability to manage many projects simultaneously and to set priorities in a fast-paced environment. 
  •  Proficiency in MS Office (Excel, Word, PowerPoint), working knowledge of Outlook, and Salesforce a plus
  •  The willingness to work beyond traditional working hours and schedules, including some evenings and weekends.
  •  Good sense of humor and a commitment to volunteerism 

Salary

Starting salary range in low 50s. We provide excellent benefits including comprehensive health insurance, 403(b) employer matching contributions, life insurance, and ample paid time off.

Apply

Apply via Indeed, Officer, Volunteer Support, New York Cares

 

About the Volunteer Support Team

The Volunteer Support team applies customer relationship management (CRM) and customer service practices and expertise to our volunteer community. CRM is a system for managing relationships with a personalized one-on-one feel at scale, by utilizing a wide variety of technological tools such as Salesforce, Drupal, Mailchimp, and Zen Desk. This team orchestrates the flow of information through the Community Engagement, Program Design and Evaluation, and Volunteer Events departments, as well as the Volunteer Relations team, to provide single-point-of-contact support to our Team Leaders, as well as expedient and thoughtful customer service for inquiries received at our main info@newyorkcares.org inbox.