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Orientation to Center of Excellence Administration

A Day in the Life

Core Communication and Phone Responsibilities

PHONE TIPS

To Blind Transfer a Call

To Warm Transfer a Call

To Transfer to Voice Mail

Customer Service

Accounts Receivable/Payable

Handling Difficult Interactions Professionally

GUIDELINES FOR HANDLING DIFFICULT PHONE CALLS AND CUSTOMERS

HANDLING CALLS FROM THE MEDIA

Event and Data Administration Essentials

Event Calendars

How to Find Events in Salesforce

Gift Coding

Event Admin's Guide to the COE

Center of Excellence Admin Basics: Core Tasks and Responsibilities is a practical, job-ready course designed for administrative professionals supporting Centers of Excellence (CoE). In this program, you’ll learn the daily rhythms of a CoE admin, master professional phone communication, and confidently handle difficult interactions. You’ll also build essential operational skills in event management systems, Salesforce event modules, and foundational finance workflows like accounts receivable/payable and gift coding. Through concise modules, downloadable guides, and scenario-based knowledge checks, you’ll practice what to do in real situations—from warm and blind call transfers to escalating crisis calls and coordinating event data between Accelevents and Salesforce. By the end, you’ll be able to represent your CoE with calm confidence, streamline communication between teams, and maintain clean, reliable event and donor data. If you’re stepping into a new CoE admin role or leveling up your current responsibilities, this course gives you the templates, tips, and checklists to perform with clarity on day one.

Center of Excellence Admin Basics: Core Tasks and Responsibilities

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            <p>Center of Excellence Admin Basics: Core Tasks and Responsibilities equips new event administrators with the practical skills, systems fluency, and professional judgment required to support high-quality operations in a Center of Excellence. The course begins with an orientation that grounds you in “a day in the life” of an administrator—clarifying priorities, time management, and the cross-functional nature of the role. From there, you will build strong communication habits and phone proficiency, including phone etiquette, customer service standards, and the mechanics of blind transfers, warm transfers, and voicemail routing. Emphasis is placed on consistency, accuracy, and a service-first mindset that reflects organizational standards.</p>

<p>Beyond core communications, the course provides a structured approach to handling difficult interactions with confidence. You will study guidelines for de-escalation, managing angry callers, supporting callers in crisis, and responding to media inquiries—supported by techniques in effective communication and active listening. You will also gain essential competencies in event and data administration, including navigating and customizing JNF Accelevents calendars, locating events in the Salesforce Event Module, and applying correct gift coding to maintain data integrity and audit readiness. Knowledge checks throughout the course validate mastery of daily responsibilities, phone protocols, event systems, and Salesforce workflows, and a concluding survey captures your confidence and feedback to drive continuous improvement.</p>
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