Associate III Sales & Support (Remote in USA)
Job Location:
Memphis, TN - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
The Donor Engagement Specialist serves as a key ambassador for St. Jude Childrens Research Hospital delivering exceptional donor experiences while supporting fundraising initiatives that advance the mission of finding cures and saving children. This role is responsible for building and maintaining relationships with donors volunteers event participants and community partners through multiple communication channels including phone email chat text and social media. The position combines customer service excellence relationship management problem-solving and fundraising support to strengthen donor engagement and drive revenue growth.
- Develop and maintain knowledge of ALSAC fundraising programs campaigns events and brand awareness initiatives to effectively support donors volunteers event coordinators and fundraising participants across Mass Marketing Experiential and Relational fundraising efforts.
- Provide exceptional service through multiple communication channels including inbound and outbound phone calls email chat text and social media. Efficiently resolve donor inquiries requests concerns and complex issues while delivering a positive donor experience.
- Utilize active listening problem-solving and relationship-building skills to cultivate meaningful donor and volunteer relationships address concerns and identify opportunities to enhance engagement and retention.
- Apply fundraising sales customer service and account management techniques to recruit retain and cultivate participants across campaigns including Legacy Youth and DIY initiatives peer-to-peer fundraising efforts multicultural programs lead generation campaigns and additional experiential fundraising initiatives.
- Identify opportunities to increase participation and revenue through strategic fundraising conversations goal setting participant coaching and upselling opportunities when appropriate.
- Engage prospective donors and fundraising participants through referrals marketing-generated leads and outreach efforts to expand fundraising participation and support organizational growth.
- Gather document and analyze donor and volunteer feedback to identify trends improve the donor experience and provide insights that support campaign enhancements and business initiatives.
- Serve as a trusted resource for donors volunteers and event coordinators by researching and resolving inquiries processing special requests and navigating both online and offline fundraising platforms.
- Exercise sound judgment when handling third-party fundraising issues escalating concerns as appropriate to ensure timely and effective resolution.
- Maintain accurate donor volunteer and event records across multiple systems while ensuring data integrity and compliance with organizational policies procedures and PCI standards.
- Document interactions troubleshoot issues and report trends concerns and system-related challenges to leadership. Monitor and communicate potential source code or reporting issues that could impact fundraising revenue tracking.
- Utilize internal and external systems call center platforms databases reporting tools and Microsoft Office applications to manage donor interactions process requests track activities and support business operations.
- Capture and route tour requests process incentive orders manage assigned shared inboxes and complete special projects and operational tasks as assigned.
- Support Enterprise Contact Center and Shared Services operations by assisting with overflow activities cross-functional initiatives and peak-volume periods.
- Participate in Enterprise Contact Center operations which may require flexibility to work evenings weekends holidays and additional hours during peak fundraising periods to support organizational needs.
- Strong customer service orientation with a passion for delivering exceptional donor experiences.
- Excellent interpersonal verbal and written communication skills across multiple channels including phone email chat text and social media.
- Proven ability to build and maintain relationships with donors volunteers participants and internal stakeholders.
- Strong problem-solving conflict resolution and negotiation skills.
- Ability to manage multiple priorities and adapt in a fast-paced metrics-driven environment.
- Demonstrated attention to detail and ability to maintain accurate records and data integrity.
- Ability to manage sensitive and confidential information with discretion and professionalism.
- Strong research and analytical skills with the ability to investigate transactions discrepancies and donor concerns.
- Proficiency with Microsoft Outlook Word Excel internet-based applications CRM systems and contact center technologies.
- Ability to learn and effectively navigate multiple software platforms and fundraising systems.
- Ability to communicate effectively with individuals at all organizational levels.
- High School Diploma or GED required.
- Minimum of two (2) years of experience in customer service contact center operations fundraising sales account management donor relations or a related field.
- Experience working in a nonprofit fundraising customer engagement or call center environment preferred.
- Bilingual proficiency in English and Spanish (written and verbal) preferred.
- Experience supporting fundraising campaigns donor stewardship volunteer engagement or peer-to-peer fundraising initiatives preferred.
- Knowledge of CRM systems and donor management platforms preferred.
Working Hours: MondayFriday 10:30 AM 7:00 PM CT
Location: Remote in USA
- Core Medical Coverage: (low cost low deductible Medical Dental and Vison Insurance plans)
- 401K Retirement Plan with 7% Employer Contribution
- Exceptional Paid Time Off
- Maternity / Paternity Leave
- Infertility Treatment Program
- Adoption Assistance
- Education Assistance
- Enterprise Learning and Development
- And more
ALSAC is an equal employment opportunity employer.
ALSAC does not discriminate against any individual with regard to race color religion sex national origin age sexual orientation gender identity transgender status disability veteran status genetic information or other protected status.
No Search Firms:
ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC.
Required Experience:
IC
About Company
A leading children’s hospital, St. Jude treats the toughest childhood cancers and pediatric diseases. Learn about patient referrals, and donate so families never receive a bill for treatment, travel, housing or food.
