Associate III – ECC Enterprise Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Cultivate and strengthen relationships with volunteer coordinators and donors via phone, email, chat, text, and social media.

• Offer support to donors, prospects, volunteers, businesses, and organizations involved in St. Jude fundraising initiatives.

• Address donor inquiries, complaints, and account-service issues while nurturing donor and volunteer relationships.

• Negotiate and reaffirm donor commitments while ensuring the successful execution of scheduled fundraising events.

• Provide education and training to donors and volunteers regarding donation options, fundraising campaigns, and events.

• Assist with marketing research, special programs, and test initiatives; gather and record feedback from donors and volunteers.

• Track feedback trends impacting fundraising events and programs, and communicate these trends to leadership.

• Ensure accurate record-keeping and documentation within internal and external call-center software systems.

• Conduct research using databases, internet, and intranet resources; process special requests and manage designated email inboxes.

• Troubleshoot and navigate both online and offline fundraising channels.

• Oversee ALSAC source codes and maintain donor files, including sensitive information.

• Manage donor account-service calls while adhering to departmental standards for call-abandonment and error rates.

• Support training initiatives and manage escalated calls.

• Engage in Enterprise Contact Center operations, which may include additional shifts during nights, weekends, holidays, and peak times.

⛳️ Requirements

• Strong customer-centric approach and interpersonal abilities.

• Capability to communicate clearly and effectively in writing and speech through phone, email, chat, text, and social media.

• Proficiency in compiling emails, chats, and texts while responding to written inquiries.

• Ability to comprehend complex verbal or written instructions and accurately enter information into various software applications.

• Skill in collaborating with multiple groups and synthesizing information into effective verbal communication and reports.

• Competence in interacting effectively with all levels of management.

• Exceptional communication and negotiation skills for relationship-building.

• Capacity to manage multiple projects and tasks concurrently.

• Discretion in handling confidential information.

• Proficiency in computer skills and call-center data input.

• Familiarity with Microsoft Office Outlook, Word, and Excel.

• Knowledge of internet-based applications and popular social media platforms such as Twitter, Facebook, and Skype.

• Understanding of mobile devices and applications.

• Proficient in utilizing call-center telephony systems.

• High school diploma or equivalent required.

• Minimum of 2 years of experience in sales, customer service, and/or call-center roles.

• Bilingual in English and Spanish preferred.

🏝️ Benefits

• Core Medical Coverage: affordable low deductible Medical, Dental, and Vision Insurance plans.

• 401K Retirement Plan with a 7% Employer Contribution.

• Generous Paid Time Off.

• Maternity / Paternity Leave.

• Infertility Treatment Program.

• Adoption Assistance.

• Education Assistance.

• Opportunities for Enterprise Learning and Development.