Landowner Qualification Coordinator
Description
Location: Remote
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
The Landowner Qualification Coordinator advances our carbon sequestration mission by evaluating and verifying landowner eligibility for participation in our carbon programs. As the first point of contact for landowners, this role manages the organization’s highest volume of landowner interactions, determines landowner eligibility, and shapes their initial impression of our mission and programs through professional, accurate, and customer-focused communication.
Coordinators communicate directly with landowners, farmers, foresters, and other stakeholders to verify property details using mapping tools and program guidelines while meeting established conversion metrics. The role also manages eligibility-related appeals, requiring sound judgment, empathy, and consistent application of criteria. Coordinators address landowner questions and goals to ensure they have the information needed to make informed enrollment decisions.
All coordinators participate in a structured four-week training program covering organizational context, program goals, call shadowing, and training on internal systems, processes, and software.
Responsibilities
Call Management and Email Communication
We 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.
https://www.forestfoundation.org/who-we-are/people/careers
Location: Remote
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
The Landowner Qualification Coordinator advances our carbon sequestration mission by evaluating and verifying landowner eligibility for participation in our carbon programs. As the first point of contact for landowners, this role manages the organization’s highest volume of landowner interactions, determines landowner eligibility, and shapes their initial impression of our mission and programs through professional, accurate, and customer-focused communication.
Coordinators communicate directly with landowners, farmers, foresters, and other stakeholders to verify property details using mapping tools and program guidelines while meeting established conversion metrics. The role also manages eligibility-related appeals, requiring sound judgment, empathy, and consistent application of criteria. Coordinators address landowner questions and goals to ensure they have the information needed to make informed enrollment decisions.
All coordinators participate in a structured four-week training program covering organizational context, program goals, call shadowing, and training on internal systems, processes, and software.
Responsibilities
Call Management and Email Communication
- Manage high volumes of scheduled and outbound calls to collect and verify eligibility information and provide program guidance.
- Return voicemails and respond to high-volume inboxes within required timeframes, ensuring professional, accurate follow-up.
- Use established scripts, procedures, and quality standards to ensure consistent communication and documentation.
- Maintain accurate interaction records and call metrics in CRM and HubSpot systems.
- Manage a high-traffic meeting calendar to support efficient scheduling.
- Communicate with landowners and internal stakeholders in a courteous and professional manner.
- Educate landowners on program eligibility requirements and benefits.
- Evaluate applicant data and documentation to determine eligibility based on defined criteria.
- Collect, review, and validate ownership details, acreage, and land-use history; ensure complete and accurate records in internal systems.
- Identify discrepancies or missing information and follow up to resolve them.
- Use mapping tools (e.g., Google Earth, GIS platforms) to locate parcels and verify coordinates, ownership, and program alignment.
- Review and process landowner appeals or disputes in accordance with established procedures.
- Investigate cases by reviewing documentation, referencing guidelines, and coordinating with internal teams.
- Submit appeal requests to forestry reviewers and communicate clear written outcomes to applicants.
- Escalate complex or sensitive issues to supervisors as appropriate.
- Provide empathetic, respectful, high-quality customer service while upholding program policies and integrity.
- Protect confidential applicant and property information.
- Contribute to a positive, collaborative team environment through effective communication.
- Minimum 2 years of handling high call volumes, eligibility screening or phone-based customer service experience desired.
- Proficient in Microsoft Office Suite, CRM systems, HubSpot, online mapping tools preferred.
- Associate’s or Bachelor’s in the fields of Communications, Business, Conservation or Environmental Science degree preferred. Or experience in environmental programs, agriculture, land management or carbon sectors.
- Strong initiative; a self-starter with tenacity, resilience, and high energy.
- Flexible and comfortable with working within an ever-changing environment.
- Time management skills, with the ability to prioritize, coordinate, and manage multiple priorities.
- Must be comfortable with working remotely.
- Strong interpersonal skills with the ability to interact with a wide variety of constituencies, including landowners, co-workers, foresters and the public at large.
- Excellent organizational, verbal and written communication skills, with data entry accuracy. Must have great attention to details.
- A sound work ethic with the ability to act both independently and as part of a team.
- Agility – Thriving in volatile, uncertain, 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 and others to high standards of accountability, creating an infrastructure and transparent organization culture that supports and measures personal and organizational responsibility and accountability.
- Problem Solving – Identifying problems and the solutions to them. 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.
- Adaptability - Adapting in order to work effectively in ambiguous or changing situations with diverse individuals and groups.
- Attention to Detail - Working in a conscientious, consistent, and thorough manner.
- Quality Focus - Following procedures to ensure high quality output; solving quality problems or notifying others of quality issues.
- Professionalism - Treating others with honesty, respect, and consideration; performing work in a reliable and conscientious manner.
- 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.
- AFF offers a comprehensive and competitive benefits package.
We 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.
https://www.forestfoundation.org/who-we-are/people/careers