Community Relations Specialist

Community Relations Specialist

Big Brothers Big Sisters of Massachusetts Bay (BBBSMB) matches underserved youth with adult mentors in lasting one-to-one friendships supported by professional staff and is currently serving over 2,000 children annually. BBBSMB is at an exciting juncture and faces new challenges and opportunities as it seeks to scale its services to reach more children.

If you are motivated, sales minded and enjoy helping people, we are seeking a mission-driven Community Relations Specialist (CRS) who will provide great phone-based sales skills to pursue and close volunteer inquiry leads, and superior customer service to our customers in response to their interest and questions regarding our programs. BBBSMB’s customers are potential adult Big Brothers and Sisters volunteers, guardians of the children we serve and third-party youth service providers.

As one of BBBSMB’s CRS team members, you will have daily phone-based customer contact and provide customer service through professional verbal and written communication with the goal of converting volunteer inquires into potential mentors and exceeding the customer’s expectations for service, knowledge and professionalism. The CRS must be able to assess if our program fits the needs of the customers, quickly develop a trusting rapport with inquiring customers, and be confident and knowledgeable about our services. Along with upholding exceptional customer service, you will have the exciting opportunity to make a real impact by educating and “selling” prospective volunteers and families on the value of becoming a Big Brother or Sister or a Little Brother or Sister with our organization.  Additional responsibilities for this rewarding opportunity include but are not limited to the following:

  • Achieve annual goals for converting customer leads into enrollment of Big and Little interviews
  • Engage in inquiry pipeline and interview yield reporting
  • Proactively make outbound calls and email communications to “colder” or undecided inquiries
  • Respond to inbound phone calls, digital media and email inquiries in timely fashion
  • Accurately enter client information and details of correspondence in our CRM system
  • Determine customer qualifications and expectations in order to recommend specific next steps with our program
  • Be confident in selling the value of becoming a Big Brother or Sister or a Little Brother or Sister with our organization
     

Qualifications:

  • Be inspired, engaged and passionate about our mission 
  • 1 to 3 years of proven sales, telemarketing or active customer service experience.  Sales experience in services, hospitality or other intangibles is strongly preferred.   Experience in community outreach is valuable.  Associates Degree required; Bachelors Degree preferred 
  • Spanish communication skills are a plus
  • Professional phone etiquette with a strong phone presence
  • Desire and aptitude for continuous learning, achievement, and success
  • Excellent verbal and written communications skills and an outgoing, energetic personality
  • Demonstrated work ethic and consistent track record of achievement
  • Strong assessment and closing skills
  • Strong organizational skills and detail-oriented
  • Ability to adapt to, contribute to, and succeed in an ever-changing, fast-paced work environment
  • Ability to thrive in a team environment as well as individually

 

Salary: Competitive salary and benefits package. BBBSMB is an equal opportunity employer.
 

We respect, appreciate and support diversity and inclusion in all aspects of our organization and believe that our organization​is greatly enhanced when we unite people of diverse backgrounds, experiences, and perspectives.  We are committed to a diverse workforce and we are an equal opportunity employer.  BBBSMB does not discriminate against employees or job applicants on the basis of race, religion, creed, color, citizenship, national origin, age, sex, gender, gender identity/expression, sexual orientation, marital status, disability, genetic information, veteran status or any other legally protected basis, in accordance with applicable federal, state, or local law.

  • Max. file size: 50 MB.
  • Max. file size: 50 MB.