Donor Experience Specialist
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Job Location:
Washington, AR - USA
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Description:
Job Description:
The American Red Cross is currently seeking a Donor Care Representative to join our Donor Care team. This position is a Remote Full-Time role that can be located anywhere in the United States. You must be able to work in Eastern Standard Time from 8:30 am 5:30 pm EST.
The Donor Care Representative plays a key role in supporting financial donors by delivering excellent service through inbound phone calls and online requests.
Job Responsibilities:
Deliver high quality financial donor service by handling calls professionally and efficiently in a call center environment consistently meeting established quality compliance and call handling standards.
Follow Donor Care Standard Operating Procedures to resolve financial donor concerns accurately and in alignment with organizational expectations.
Create manage and complete donor cases within defined Service Level Agreements (SLAs) while ensuring accuracy and thorough documentation.
Utilize internal systems to research and resolve donor requests.
Apply strong listening problem solving and communication skills during every donor interaction following required Quality Assurances guidelines.
Coordinate with internal Red Cross departments to address escalated donor situations requiring cross functional attention.
Provide warm or direct transfers following established protocols.
Participate actively in team meetings training coaching and continuous improvement discussions.
Protect donor confidentiality and maintain compliance with data handling guidelines.
Perform other related duties as assigned.
Job Requirements:
Education: High School or equivalent required.
Experience:
Minimum 3 years of Customer Service experience required.
Experience in a call center financial donor relations non profit support or fundraising environment preferred.
Skills & Abilities:
Strong customer service orientation with the ability to deliver compassionate professional and donor centered communication.
Excellent verbal and written communication skills including clear documentation and ability to follow prescribed scripts and QA aligned call flows.
Strong active listening empathy and problem solving skills.
Ability to manage multiple tasks simultaneously while maintaining high accuracy.
Comfortable navigating multiple software systems concurrently during live calls.
Advanced computer skills including Microsoft Office; Salesforce or fundraising database experience preferred.
Ability to work both independently and collaboratively in a high volume environment.
Reliable internet access and a dedicated professional remote workspace.
Travel: Occasional travel to participate in meetings and conferences.
The American Red Cross is currently seeking a Donor Care Representative to join our Donor Care team. This position is a Remote Full-Time role that can be located anywhere in the United States. You must be able to work in Eastern Standard Time from 8:30 am 5:30 pm EST.
The Donor Care Representative plays a key role in supporting financial donors by delivering excellent service through inbound phone calls and online requests.
Job Responsibilities:
Deliver high quality financial donor service by handling calls professionally and efficiently in a call center environment consistently meeting established quality compliance and call handling standards.
Follow Donor Care Standard Operating Procedures to resolve financial donor concerns accurately and in alignment with organizational expectations.
Create manage and complete donor cases within defined Service Level Agreements (SLAs) while ensuring accuracy and thorough documentation.
Utilize internal systems to research and resolve donor requests.
Apply strong listening problem solving and communication skills during every donor interaction following required Quality Assurances guidelines.
Coordinate with internal Red Cross departments to address escalated donor situations requiring cross functional attention.
Provide warm or direct transfers following established protocols.
Participate actively in team meetings training coaching and continuous improvement discussions.
Protect donor confidentiality and maintain compliance with data handling guidelines.
Perform other related duties as assigned.
Job Requirements:
Education: High School or equivalent required.
Experience:
Minimum 3 years of Customer Service experience required.
Experience in a call center financial donor relations non profit support or fundraising environment preferred.
Skills & Abilities:
Strong customer service orientation with the ability to deliver compassionate professional and donor centered communication.
Excellent verbal and written communication skills including clear documentation and ability to follow prescribed scripts and QA aligned call flows.
Strong active listening empathy and problem solving skills.
Ability to manage multiple tasks simultaneously while maintaining high accuracy.
Comfortable navigating multiple software systems concurrently during live calls.
Advanced computer skills including Microsoft Office; Salesforce or fundraising database experience preferred.
Ability to work both independently and collaboratively in a high volume environment.
Reliable internet access and a dedicated professional remote workspace.
Travel: Occasional travel to participate in meetings and conferences.
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Additional Details
- Preferred Pay Rate Range : 25.00
- FLSA Exemption Status : Non-Exempt/OT Eligible
- Will the worker be handling cash : No
- Will the worker be driving a vehicle : No
- What type of vehicle will the worker be driving : (No Value)
- What will the worker be transporting : (No Value)
- Provide details regarding what the worker will be transporting : (No Value)
- Does this job require the worker to be fully vaccinated against COVID-19 : No
- Work Hours : 1st Shift
- Select the time zone of the work hours. : EST
- Go To Work : No
- Provide specific details regarding work schedule or hours. : (No Value)
- Is this position fully remote : Yes
- Skill Category : Professional
- If there is a special recruitment reason please select the reason. If not please leave as No : No
- Alternative Job Title if different than Job Posting Template Title : Donor Care Representative
- Do you have a pre-identified candidate for this position : No
- If yes what is their name : (No Value)
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
