Associate, Volunteer Support Services

LA28•Los Angeles, CA

4d•Onsite

About The Position

The Associate, Volunteer Support Services supports the day-to-day operations of the Volunteer Contact Center, serving as a frontline resource for volunteer inquiries across multiple channels. This role provides accurate, timely, and professional responses to volunteers, escalates issues as needed, and helps ensure a positive and consistent volunteer experience throughout the volunteer journey. The Associate works closely with Contact Center leadership and cross‑functional teams to stay informed on program updates, policies, and timelines, and plays an important role during peak periods such as application launch, onboarding, training, and Games‑time operations. This role reports to the Manager, Volunteer Support Services.

Requirements

Associate’s or bachelor’s degree or equivalent experience
Minimum 3 years of experience in customer service, contact center support, or a related role
Experience working with volunteers
Experience handling inquiries or requests in a high-volume or public-facing environment
Basic experience using CRM, ticketing systems, or shared inbox tools preferred
Strong written and verbal communication skills, with a friendly and professional tone
Excellent attention to detail and ability to follow established processes and scripts
Ability to manage multiple requests and prioritize work in a fast-paced environment
Strong customer service mindset with empathy and patience
Comfort escalating issues appropriately and following guidance from leadership
Basic problem-solving skills and willingness to learn
Comfortable working with volunteers and the general public
Willingness to work flexible hours or extended schedules during peak operational periods

Responsibilities

Provide exceptional volunteer support to the LA28 Volunteer Crew, serving as a key touchpoint for volunteers throughout their journey
Respond to volunteer inquiries across assigned channels (email, phone, chat, or ticketing systems)
Provide clear, accurate information based on approved scripts, FAQs, and policies
Log, track, and update volunteer cases in CRM or ticketing systems
Identify issues that require escalation and route them according to established workflows
Support accessibility and accommodation related inquiries with care and discretion, escalating when required
Flag emerging trends, recurring questions, or issues to Contact Center leadership
Assist with maintaining knowledge base content, templates, and standard responses
Support peak activity periods with flexibility in scheduling and workload
Contribute to a respectful, inclusive, and volunteer - centered support environment
Support on site at the Volunteer Experience Center and at Volunteer in the Community events as needed