Back Donor Services Representative

  • Added Date: Tuesday, 07 November 2017

Description


**Cover Letter is required

PROGRAM/DEPARTMENT SUMMARY:

Mercy Corps is a leading global humanitarian agency saving and improving lives in the world’s toughest places. Disaster. Poverty. Conflict. We are there. In more than 40 countries, we partner with local people to put bold ideas into action, helping them conquer adversity, and build stronger communities. Now, and for the future.

Resource Development (RD) staff work in three main areas: 1) raising private funds and cultivating and maintaining relationships with private donors; 2) defining the agency’s brand, raising our public profile and sharing stories about our work by engaging with the media, the public, and our supporters and producing a wide range of online and offline communications; and 3) educating visitors to our Portland Action Center about issues of global poverty and engaging them in efforts to end it.

The RD team includes several dozen dynamic professionals who possess a wide range of skills. We are database managers, web developers, internet marketers and public relations experts. We are writers, designers, photographers and teachers. We are fundraisers with expertise in direct response, online, community, major gift and corporate giving. We are specialists in fundraising analysis, stewardship, prospecting, and customer service. Most of all, we are passionate about Mercy Corps’ mission and dedicated to supporting our worldwide team that’s improving the lives of 19 million people in over 40 countries.

GENERAL POSITION SUMMARY:

The Donor Services team welcomes our donors and the public to Mercy Corps, primarily through phone and email contact. The Donor Services Representative provides excellent customer service to Mercy Corps donors, promoting donor loyalty and generating fundraising revenue by responding to donor phone calls and emails. This position is responsible for fulfilling special donor requests and processing donor pledge information over the phone, through email, mail, and in person.

ESSENTIAL JOB FUNCTIONS:

  • Successfully represent Mercy Corps by clear, accurate and gracious communication with donors, vendors and the public over the phone, in writing and in person.
  • Create and maintain a positive and productive donor and customer experience including during complaints or difficult interactions.
  • Prompt 8:00am start time.
  • Provide coverage for donor services phones; back-up for other staff when not the primary phone coverage.
  • Call monthly donors whose gift is lapsing to renew their commitment. (~375 calls/month)
  • Respond to donor inquiries, requests and complaints within established time deadlines. Report promptly to Donor Services Manger when volume exceeds capacity to respond in a timely manner.
  • Receive and process Monthly PIM credit card data and one-time credit card gifts in a PCI compliant manner.
  • Maintain Acquisition phone line and remove addresses in a timely manner.
  • Monitor and respond to the various Mercy Corps email accounts for both donors and the general public.
  • Prepare and mail special donor correspondence, including premiums and other special projects within established time deadlines. Report promptly to Donor Services Manager when unable to meet deadlines.
  • Cross train with and back up Development Operations team as needed.
  • Contribute to team effort by accomplishing other duties as assigned.

ORGANIZATIONAL LEARNING:

  • As part of our commitment to organizational learning and in support of our understanding that learning organizations are more effective, efficient and relevant to the communities they serve – we expect all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves.

ACCOUNTABILITY TO BENEFICIARIES:

  • Mercy Corps team members are expected to support all efforts towards accountability, specifically to our beneficiaries and to international standards guiding international relief and development work, while actively engaging beneficiary communities as equal partners in the design, monitoring and evaluation of our field projects.

SUPERVISORY RESPONSIBILITY: None

ACCOUNTABILITY:

REPORTS DIRECTLY TO: Donor Services Manager

WORKS DIRECTLY WITH: Donor Services Manager, Development Operations team, Director of Development Operations, other Mercy Corps team members.

KNOWLEDGE AND EXPERIENCE:

  • A Bachelor’s degree or equivalent work experience
  • Demonstrated verbal communication skills especially by phone
  • Demonstrated written communication skills including flawless grammar and spelling
  • Highly detail-oriented and organized
  • At least 1year experience in customer service, hospitality, or inbound/outbound call centers, with experience responding to customer complaints
  • Ability to successfully manage multiple tasks, phone calls, data entry and email communication
  • Must work well independently, as well as cooperatively as part of a team
  • Must have good self-care tactics to manage the challenges associated with complaints and multiple pressing tasks
  • Raiser’s Edge database or similar donor data base experience is preferred
  • Previous non-profit experience preferred

SUCCESS FACTORS:

A successful candidate will be a strong, compassionate communicator with the proven ability to respond to many urgent requests from donors and the public in a calm, personal and timely manner. S/he will have a demonstrated ability to communicate effectively with people from many walks of life, maintaining a positive and productive relationship. An even temperament, kindness under pressure, and a good sense of humor will be important assets in this position. A proven ability to learn quickly, take initiative and be accountable for results is important. S/he will work well independently as well as cooperatively on a team completing projects. S/he will be curious about Mercy Corps’ work and its mission and have an awareness of and sensitivity to multi-cultural international development work.

LIVING /ENVIRONMENTAL CONDITIONS:

Position is based in Portland, OR. This position is required to begin promptly at 8am Monday through Friday and work an 8 hour shift. Mercy Corps Team members represent the agency both during and outside of work hours when deployed in a field posting or on a visit/TDY to a field posting. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC's policies, procedures, and values at all times and in all in-country venues.

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