Guest and Donor Services Coordinator

ABOUT ECHO
ECHO is a global Christian agricultural networking training and resourcing organization. Our mission is to strengthen the capacity of a diverse global network to defeat hunger and improve lives through sustainable food and agroecosystem strategies. ECHO has a significant network of over 20000 individuals and organizations built over 45 years working in more than 190 countries. These partners serve as the primary multiplier for ECHO tested options strategies and research.

SUMMARY:
The Guest and Donor Services Coordinator plays a vital front-line role in creating meaningful Christ-centered experiences for ECHO guests and donors. This full-time position is intentionally structured to allocate approximately 60% of time to Welcome and Resource Center (WRC) guest experience and operations and 40% of time to Advancement and donor services functions.

The role integrates hospitality donor care and administrative responsibilities to ensure exceptional guest experiences accurate financial and data stewardship and seamless operational support. Through professionalism attention to detail and joyful service this position helps transform guest encounters into lasting relationships that advance ECHOs mission.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Welcome & Resource Center Guest Experience (60%)

• Welcome and greet guests warmly ensuring every visitor receives a positive mission-centered first impression.
• Answer incoming phone calls provide accurate information and route inquiries appropriately.
• Support daily operations of the Welcome and Resource Center nursery sales area and front office.
• Facilitate tours by managing tour reservation services welcoming guests collecting payments processing registrations and scheduling docents.
• Assess guest needs and provide knowledgeable recommendations regarding ECHO resources products programs and tours.
• Process retail sales tour fees housing fees and event payments accurately and efficiently.
• Fulfill online phone and in-person Resource Center orders in a timely manner.
• Maintain a clean organized and well-stocked sales floor and front office environment.
• Coordinate inventory management merchandising stocking and annual inventory audits for the Resource Center.
• Assist in receiving sorting and distributing incoming mail; assist staff with postage and shipments as needed.

Advancement & Donor Services Support (40%)

• Process donation deposits (checks cash ACH/EFTs) and enter gifts accurately into Salesforce CRM.
• Maintain organized donation records and supporting documentation for audit and reporting purposes.
• Generate and mail donation acknowledgments thank-you letters tribute cards and recurring gift communications in a timely manner.
• Assist with donor account maintenance in Salesforce including data updates standardization and duplicate management.
• Support donors with declined transactions and updated payment information.
• Answer donor inquiries by phone with professionalism gratitude and attention to confidentiality.
• Assist with Advancement-related mailings donor communications and event logistics.
• Support data collection and reporting related to donor activity guest engagement and Advancement metrics

Administrative & Operational Support

• Provide administrative support to the Guest Experience Manager and Advancement team including scheduling assistance reporting and coordination.
• Maintain inventory of supplies brochures and promotional materials for the Welcome and Resource Center and Advancement functions.
• Utilize CRM POS and office systems to improve accuracy efficiency and reporting.
• Coordinate with Finance Advancement Nursery Communications and Volunteer teams as needed.
• Coordinate with MEAL to provide timely reporting.
• Perform other duties as assigned to support the mission and operations of ECHO.

QUALIFICATIONS:
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required.
Faith and Character

• Must wholeheartedly affirm ECHOs Statement of Faith or the Apostles Creed.
• Demonstrates a mature Christian faith servant-hearted hospitality and integrity in stewardship.
• Models Christ-centered joy professionalism and respect in all interactions.

SKILLS AND ABILITIES:

• Strong interpersonal verbal and written communication skills.
• Excellent customer service skills with the ability to engage graciously with guests donors volunteers and staff.
• High attention to detail with strong organizational and administrative abilities.
• Ability to manage multiple priorities meet deadlines and work effectively in a fast-paced environment.
• Competency in recording and analyzing data and presenting reports.
• Comfortable handling financial transactions confidential donor information and data entry.
• Ability to work independently and collaboratively as part of a team.
• Availability to work occasional evenings and weekends for tours events and special activities.

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent required; bachelors degree in business communications hospitality nonprofit management or a related field preferred.
• Previous experience in guest services retail donor services administration or nonprofit environments preferred.
• Experience with CRM systems (Salesforce preferred) POS systems and Microsoft Office applications.
• Horticultural or nursery knowledge is a plus but not required.

ORGANIZATIONAL RELATIONSHIPS:
Positions directly supervises: None
Indirectly Supervises: Volunteers and Docents
Collaborates Closely With: Nursery Finance Global Farm Communications MEAL Hospitality Coordinator Volunteer and Media Coordinator.

WORK ENVIRONMENT:
Work occurs in both office and outdoor farm environments; may include varying levels of noise and activity. Must be able to work constructively under pressure and adapt to changing priorities. Occasional domestic or international travel may be required on short notice.

PHYSICAL REQUIREMENTS:
Regular walking standing bending and computer use. Occasional lifting or moving of up to 50 pounds with appropriate precautions. Ability to work outdoors and in variable weather conditions. Reasonable accommodations may be made for individuals with disabilities.

POSITION TYPE AND EXPECTED HOURS OF WORK:
This is a full-time position. Days and hours of work are Monday through Friday 8:00 a.m. to 5:00 p.m. Some Saturday shifts are required based on operational needs and special events.

TRAVEL:
Travel is primarily local during the business; occasional domestic or international travel as needed.

OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

AAP/EEO STATEMENT:
ECHO is an Equal Opportunity Employer. We believe it is our moral and legal obligation to meet the responsibility of ensuring that all management practices regarding employees are conducted in a nondiscriminatory manner.

In compliance with Title VII of the 1964 Civil Rights Act and other applicable federal and state statutes all recruiting hiring training and promoting for all job classifications will be administered without regard to race color ancestry age sex national origin pregnancy or childbirth disability military veteran status genetic information or other applicable status protected by law including state of employment protected classes. It is therefore our policy and intention to evaluate all employees and prospective employees strictly according to the requirements of the job.

ECHO is a Christian religious-affiliated organization; and as such is not subject to religious discrimination requirements. ECHOs hiring practices and EEO discrimination practices are in full compliance with both federal and state law. Federal law creates an exception to the religion component of the employment discrimination laws for religious organizations and permits them to give employment practice preference to members of their own religious beliefs.