Donor Care Representative

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

📋 Description

• Deliver service via phone and in-person while adhering to established protocols and guidelines.

• Assist financial donors through incoming calls and online inquiries.

• Utilize computer systems to furnish information, monitor history, and resolve issues.

• Provide exceptional donor service in a call-center setting.

• Adhere to Donor Care Standard Operating Procedures to address donor inquiries.

• Create, oversee, and finalize donor cases within specified Service Level Agreements, ensuring accurate documentation.

• Investigate and resolve financial donor requests using internal resources.

• Employ listening, problem-solving, and communication abilities while adhering to Quality Assurance standards.

• Collaborate with internal Red Cross departments regarding escalated donor matters.

• Facilitate warm or direct transfers in accordance with established protocols.

• Engage in team meetings, training sessions, coaching, and discussions aimed at continuous improvement.

• Safeguard donor confidentiality and adhere to data management guidelines.

• Provide support, development, and/or leadership direction to volunteers.

• Execute additional related tasks as assigned.

⛳️ Requirements

• High School diploma or equivalent is required.

• A minimum of 7 years of related experience or an equivalent combination of education and relevant experience is necessary.

• Capability to plan, prioritize, and organize tasks to meet customer needs.

• Exceptional organizational abilities and attention to detail.

• Strong interpersonal skills with the ability to foster collaborative working relationships.

• Ability to function effectively as part of a team.

• Bilingual proficiency in Spanish is highly preferred.

• Experience in a call-center, donor relations, non-profit support, or fundraising setting is preferred.

• Strong customer service orientation coupled with donor-centered communication skills.

• Excellent verbal and written communication capabilities.

• Strong active listening, empathy, and problem-solving expertise.

• Proficient in managing multiple tasks while ensuring high accuracy.

• Comfortable using multiple software systems simultaneously during live calls.

• Advanced computer proficiency, including Microsoft Office applications.

• Experience with Salesforce or fundraising databases is preferred.

• Ability to work independently as well as collaboratively in a high-volume setting.

• Reliable internet connectivity and a designated, professional remote workspace are required.

• Must be available to work Eastern Standard Time from 8:30 am to 5:30 pm EST.

🏝️ Benefits

• Medical, Dental, and Vision insurance options.

• Health Spending Accounts and Flexible Spending Accounts.

• Paid Time Off starting at 15 days per year, based on FLSA status and tenure.

• 11 paid holidays, which include six core holidays and five floating holidays.

• 401(k) plan with a 6% match.

• Paid Family Leave.

• Employee Assistance Program.

• Short- and Long-Term Disability Insurance.

• Service Awards and recognition programs.

• Mentorship and career development assistance.

• Occasional travel for meetings and conferences.