Temp to Hire: Call Center Representative for Landowner Qualification

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Description

Job title: Landowner Qualification Representative (Temp to Hire)

Location: Remote

Terms: Temp to Hire - Full Time 37.5 Hours Per Week

Reports to: Senior Manager, Call Center

About us

The American Forest Foundation (AFF) unlocks the power of family forests as a climate solution while helping thousands of landowners' care for their land and improve forest health. Through its Family Forest Carbon Program, AFF expands access to the voluntary carbon market for family forest owners from all walks of life while producing high quality forest carbon credits to help companies reach their net zero goals. The organization's strategic direction seeks to enable family forests to capture and store one billion tonnes of carbon by 2050.

We do not do this alone. AFF works across a broad coalition of conservation partners, corporations, and policymakers to equip family forest owners with financial and technical support to implement sustainable forest management practices on their lands and activate their forests as a critical tool in the fight against climate change.

AFF is in a mode of complex problem solving and rapid iteration. All teams at AFF are working to discover solutions to the planet's most pressing climate issues through developing and iterating viable and scalable models for impact. AFF is driven by values of our shared purpose, measurable and verifiable results, and learning for continuous improvement to tackle big conservation challenges.

About the Role

Our Landowner Qualification Representatives ensure that our landowners have a positive first experience with the introduction to our organization. We listen to our landowners' concerns, answer their questions and provide them with the knowledge they require to make an informed decision about joining our Family Forest Carbon Program (FFCP) family. This will include communicating heavily with our landowners via phone, email and other potential channels. Our Landowner Qualification Representatives will help to build direct relationships working with a diverse group of landowners and their different goals. This role is central to our firsthand landowners' experiences in building their future partnership with the Family Forest Carbon Program.

Responsibilities

• Manage calendar for daily scheduled calls with our prospective landowners both timely and efficiently.
• Educate, screen, qualify, and help to enroll interested landowners into our Family Forest Carbon Program, using provided scripts and system tools.
• Follow defined methods for communication to our landowners according to training material and guides provided by the Family Forest Carbon Program.
• Complete outbound phone call task assignments in a timely manner.
• Receive incoming calls during scheduled business hours.
• Return missed calls and left voice messages within specified timeframes.
• Monitor and maintain email communication with our landowners via shared inboxes.
• Attend scheduled trainings for continued education on programs and services offered by the Family Forest Carbon Program.
• Special project assignments as needed.

Requirements

Candidate requirements

• Candidates must successfully complete a structured 3-week training program.
• Minimum 1 year call center or heavy phone-based customer service experience.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to interact with a wide variety of constituencies, including landowners, co-workers, foresters and the public at large.
• Flexible and comfortable with working within a fast paced, ever-changing environment.
• Excellent organizational skills with attention to detail and the ability to effectively plan and problem solve.
• Strong initiative; a self-starter with tenacity, resilience, and high energy.
• Results-oriented with a keen understanding of the steps necessary to achieve goals.
• Time management skills, with the ability to prioritize, coordinate, and manage multiple priorities.
• Proven ability to follow standardized processes.
• Demonstrated ability to think on your feet and cater responses or services to what the customer needs.
• Experience and knowledge of forest conservation, forest management, and natural resources is a bonus.

Core Competencies

• Agility - Ability to thrive in complex and ambiguous environments by anticipating and responding to changes with swift, focused and flexible actions.
• Collaborating with Others - Working together with others in a cooperative and supportive manner to achieve shared goals.
• Ensuring Accountability - Holding yourself to high standards of accountability.
• Problem Solving - Identifying problems. Your contributions will be appreciated. Our staff is passionate, dedicated and good at what they do, and will be deeply grateful for your efforts to create and preserve an environment that is both fun and nurturing.

What's attractive to the right candidate

• You have the unique and exciting opportunity to work with amazing colleagues, partners and landowners to help connect forest landowners with technical and financial assistance to better steward their land and achieve vital landscape-scale conservation impacts.
• Your contributions and leadership will be appreciated. Our staff is passionate, dedicated and good at what they do, and will be deeply grateful for your efforts to create and preserve an environment that is both fun and fair.
• We offer a flexible work environment that respects your life outside of work.
• Salary is commensurate with experience.

Contact us to applyWe know there are great candidates who may not check all these boxes, and we also know you might bring important skills that we haven't considered. If that applies to you, don't hesitate to apply and tell us about yourself.

We are committed to creating a diverse work environment and proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other basis protected by law.