POSITION SUMMARY

The goal of this position is to focus on engagement and communication for all Loop volunteers. This individual will be leading the Volunteer Relations Deptartment to ensure seamless coordination and support for all Loop events. They will be managing the first text, retext and email schedule, handle setup logistics, and ensure that our volunteers receive accurate information resulting in sign ups. This position requires a balance of hands-on task management and delegation within the department. With the surmount of details to be handled, they will lead a team of seasonal 1099 employees to help execute during peak season. This role is well-suited for someone who thrives in a fast-paced, collaborative environment and can handle both leadership and supportive tasks with attention to detail. Strong communication and organizational skills are essential, as this role requires close collaboration with internal teams, 1099 and volunteers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Directly report to the Senior Director of Operations.
• Oversee daily operations of the Volunteer Relations Department to ensure procedural compliance and excellent customer service.
• Maintain the department budget as set by the Senior Director of Operations and report monthly tracking updates.
• Lead, train, and manage a team of seasonal 1099 assistants to execute tasks during peak seasons.
• Submit biweekly invoices for 1099 team members.
• Identify inefficiencies and implement innovative solutions to grow the department.
• Set up new tours on Eventbrite and Team Sheet.
• Create and maintain texting schedules for Loop volunteers and groups.
• Monitor recruiting status to adjust retext and email schedules as needed.
• Plan and execute strategies to meet volunteer recruitment goals.
• Set up parking, entrance details and survey creation for all events.
• Oversee Hatch account setups, including scheduling texts and identifying combinations.
• Develop and refine systems and procedures for Volunteer Relations.
• Ensure high-quality communication with Loop volunteers.
• Update the Loop website with new tour information.
• Support cross-departmental coordination for Hatch-related activities.
• Actively seek ways to improve the volunteer sign-up experience.
• Train the team on handling complaints and concerns effectively.
• Attend necessary meetings to align with internal teams and stakeholders.
• Troubleshoot system issues.

QUALIFICATIONS

• Bachelor’s degree in communications or a related field, or equivalent years of experience
• Minimum of 1-2 years of customer service experience
• Comfortable making cold calls and managing challenging interactions
• Deep understanding of excellent customer service, with strong communication skills via phone, text, and email
• Exceptional attention to detail
• High personal integrity, conduct, and motivational skills
• Strong interpersonal and collaboration skills, with the ability to communicate at all levels
• Intermediate proficiency or ability to learn Google Suite, Slack, Hatch, and Nutshell
• Effective problem-solving, multitasking, and decision-making abilities
• Positive, team-oriented attitude
• Ability to handle stress and remain calm under pressure
• Background in automations, technical systems, and CRMs is preferred

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Ability to work for long periods at a computer/desk

Salary Range: $48-50K

Report to: Senior Director of Operations

Employment Status: Full-time, Hybrid (In office Tuesday through Thursday)

Location: Nashville, TN

Benefits:

• Health, Dental, Vision and Life Insurance
• Short term & Long term disability insurance
• FSA
• Paid time off and paid company holidays
• 401(k) plan with company match