Associate, Volunteer Support Services
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
