Associate III – Sales & Support

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

📋 Description

• Develop and sustain a thorough understanding of ALSAC fundraising programs, campaigns, events, and brand awareness initiatives.

• Deliver outstanding service through inbound and outbound communications, including phone calls, emails, chats, texts, and social media interactions.

• Address donor inquiries, requests, concerns, and complex issues effectively.

• Cultivate relationships with donors and volunteers while identifying opportunities to enhance engagement and retention.

• Recruit, retain, and nurture participants across various fundraising campaigns and initiatives.

• Boost participation and revenue through fundraising discussions, goal setting, participant coaching, and appropriate upselling techniques.

• Engage potential donors and fundraising participants via referrals, marketing-generated leads, and outreach efforts.

• Collect, document, and analyze feedback from donors and volunteers to enhance the donor experience and support campaign improvements.

• Research and resolve inquiries, process special requests, and navigate across fundraising platforms.

• Manage third-party fundraising issues and escalate concerns as necessary.

• Ensure accurate maintenance of donor, volunteer, and event records across multiple systems.

• Log interactions, troubleshoot issues, and report trends, concerns, and system-related challenges to leadership.

• Monitor and communicate potential source code or reporting issues that may impact fundraising revenue tracking.

• Utilize internal and external systems, call center platforms, databases, reporting tools, and Microsoft Office applications effectively.

• Capture and route tour requests, process incentive orders, manage shared inboxes, and complete special projects as needed.

• Assist Enterprise Contact Center and Shared Services operations during overflow activities, cross-functional initiatives, and high-volume periods.

• Be available for operations requiring flexibility to work evenings, weekends, holidays, and additional hours during peak fundraising periods.

⛳️ Requirements

• Strong customer service orientation with a commitment to providing exceptional donor experiences.

• Outstanding interpersonal, verbal, and written communication skills across various channels, including phone, email, chat, text, and social media.

• Proven ability to establish and maintain relationships with donors, volunteers, participants, and internal stakeholders.

• Excellent problem-solving, conflict resolution, and negotiation skills.

• Capability to manage multiple priorities and adapt in a dynamic, metrics-driven environment.

• Demonstrated attention to detail, ensuring accurate record-keeping and data integrity.

• Ability to handle sensitive and confidential information with discretion and professionalism.

• Strong research and analytical skills with the capability to investigate transactions, discrepancies, and donor concerns.

• Proficient in Microsoft Outlook, Word, Excel, internet-based applications, CRM systems, and contact center technologies.

• Ability to learn and effectively navigate various software platforms and fundraising systems.

• Capacity to communicate effectively with individuals at all organizational levels.

• High School Diploma or GED is required.

• A minimum of two (2) years of experience in customer service, contact center operations, fundraising, sales, account management, donor relations, or a related field.

• Experience in a nonprofit, fundraising, customer engagement, or call center environment is preferred.

• Bilingual proficiency in English and Spanish (written and verbal) is preferred.

• Experience supporting fundraising campaigns, donor stewardship, volunteer engagement, or peer-to-peer fundraising initiatives is preferred.

• Familiarity with CRM systems and donor management platforms is 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.

• Enterprise Learning and Development.