Back Supporter Services Representative

Description

Position Title: Supporter Services Representative, Annual Giving Coordinator

Reports to: Manager of Community Giving

Location: Boston, MA (Hybrid)

Employment Type: Full Time

Position Overview:

The Supporter Services Representative will ensure an exceptional supporter experience by providing top-notch customer service while managing the Partners In Health Information email account and donor support phone line. They will prioritize accurate, timely responses for all incoming supporter and public inquiries and requests, collaborating within and across teams to resolve or triage as needed. They will collaborate with or alert appropriate teams to troubleshoot technical issues within the database and will also provide insight to the mass market communications team based on trends in supporter feedback.

A successful Representative will enjoy speaking and interacting with supporters, serving as the first point of contact at PIH. In this external-facing role, the Representative will regularly interface with a wide variety of PIH constituents and will need to be enthusiastic about building relationships through these interactions.

The Representative is required to work from the Boston office at least three days per week, providing support to the Annual Giving team with in-office tasks. The Annual Giving team (Community Giving and Leadership Giving) is responsible for growing unrestricted revenue at the $1 - $24,999 level, stewarding donors at this level, and increasing PIH’s donor base.

Responsibilities

• Responds tactfully, accurately, and in a timely manner to all incoming supporter and public inquiries and requests received through the donor support phone line and Zendesk (PIH e-mail info account). Triage questions and requests outside of Annual Giving to the appropriate team/staff member (45%).
• Provides live support via the donor support phone line when possible (20%).
• Troubleshoots donor issues and complaints with diplomacy and a solutions-focused mindset (10%).
• Records appropriate notes, coding, or follow up in Salesforce database. Continually identifies and executes ways to improve efficiency and quality of donor support systems and processes (6%).
• Updates recurring donor accounts as requested; sends printed or electronic acknowledgements as requested; fulfills tribute and special requests for Annual Giving donors (5%).
• Supports donor stewardship projects like thank you note writing and end of year outbound calling (5%).
• Provides general administrative support to the Annual Giving team as needed (5%).
• Maintains template responses within Zendesk with approved organization language for ongoing and new inquiry types. Collaborates with MarComms team to ensure consistency across external messaging (2%).
• Maintains and updates internal PIH directory for supporter services inquiry routing (2%).

  Qualifications

  • Bachelor’s degree with one to two years of customer service and/or nonprofit experience; or equivalent experience.
  • Solid computer and database skills (preferably Salesforce) including the functional use of Microsoft Office.
  • Demonstrated written and verbal communication skills.
  • Able to work efficiently in a deadline driven environment; attentive to detail and able to handle multiple priorities.
  • Ability to work from the Boston office at least three days per week.
  • Dedication to the mission of Partners In Health, including professional and accurate representation of the organization.
  • Exemplary interpersonal skills; ability to collaborate effectively with culturally diverse staff across departments and country.
  • Interest in social justice strongly desirable.

    Organizational Profile

    Partners In Health (PIH) is a non-profit, global health organization that fights social injustice by bringing the benefits of modern medical science first and foremost to the most vulnerable communities around the world. PIH focuses on those who would not otherwise have access to quality health care. PIH partners with the world’s leading academic institutions to create rigorous evidence that shapes more sound and all-inclusive global health policies. PIH also supports local governments’ efforts to build capacity and strengthen national health systems.

    As of today, PIH runs programs in 11 countries (Haiti, Kazakhstan, Lesotho, Liberia, Malawi, Mexico, Navajo Nation, Peru, Rwanda, Sierra Leone, United States), where it provides direct care to millions of patients, through public facilities and community engagement.

    Partners In Health (PIH) is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of PIH not to discriminate on the basis of race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law. PIH works in and with a number of governments in and outside the U.S., and to the extent applicable, this statement is intended to incorporate the prohibition of any unlawful discrimination covered by applicable laws in such countries, states and municipalities.

    Partners In Health participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.