Associate III - ECC Enterprise Support (Remote in USA)

At ALSAC you do more than make a living; you make a difference.

We like people who are different...because we're different, too. As one of the world's most iconic and respected nonprofits, we know what it's like to stand out. That's why we're looking r background, perspective, and desire to make an impact set you apart. As we work to help St. Jude cure childhood cancer, we're calling on the game-changers, innovators and visionaries to join our family.

Not just for the kids of St. Jude, but also for you. Because at ALSAC, we develop and celebrate our employees. So, bring your whole, authentic self and become part of our shared mission:
Finding cures. Saving children.

Job Description

• Working Hours: Monday-Friday,
  10:30 AM - 7:00 PM CT

• Location: Remote in USA

Responsible for servicing donors, and managing relationships through various channels (including but not limited to phone, email, chat, text and social media) with individuals, businesses, and organizations for fundraising efforts on behalf of St. Jude Children's Research Hospital in support of the mission of savings children's lives. Assists with Fitness Programs

ESSENTIAL JOB FUNCTIONS

1. Builds and develops relationships and provides support to volunteer coordinators and donors through various communication channels, including inbound/outbound phone calls and/or emails, chat, text etc. Uses independent judgment to re-schedule calls and/or send e-mail communications as needed to communication with volunteer coordinators and donors. Uses in-depth knowledge of fundraising programs, online fundraising portals, customer service skills and a relatively high degree of concentration to effectively and efficiently resolve problems, answer questions, and exceed donor needs.

Negotiates and re-establishes commitment of donors as needed, including ensuring the completion of scheduled fundraising events. Provides assistance and service to donors and prospects, with special emphasis on those being reached through online, Tribute and Gift Planning marketing and cultivation efforts. May also provide support to specialized groups – such as VIP donors and coordinators. Seeks opportunities to develop new donor relationships.

Performs essential job functions in various office environments under various climate control tolerance.

2. Engages the donors through active communication and works proactively to anticipate donor and volunteer needs. Quickly builds rapport with individuals through various communication channels. Uses a high degree of communication and negotiation skills to ensure excellent service is provided and fundraising program goals are met. Uses active listening and problem solving skills to effectively acknowledge donor complaints, resolve issues, and maintain/cultivate volunteer and donor relationships.

May communicate with high-value donors and coordinators. May also accept donations, including credit cards, by phone. Maintains compliance with PCI Standards and ALSAC policies and procedures.

3. Uses a detailed understanding of customer service and fundraising to educate and train donors and volunteers on options for donating, fundraising campaigns, and events. Advises donors on setting appropriate event time frames, goals, and increase fundraising efforts. Proactively works with the donors and volunteers to improve and enhance the experience of the donors through their giving or through their volunteer events.

4. Assists with marketing research projects, special programs, and test programs as necessary. Solicit input and feedback of volunteers and donors and documents the information using multiple systems. Tracks and reports on key elements of the donor experience including the high-value coordinators and volunteers.

5. Monitors for feedback trends that may have an impact on fundraising events and programs. Documents and reports trends to leadership, as necessary. Maintains accurate records and documentation using internal and external call center software programs. Troubleshoots, documents and reports issues/complaints to management. May be required to work from special reports, software, and Excel spreadsheets from time to time.

6. Researches information on the database, internet/intranet as needed to assist donors and volunteers. Processes special requests on a daily basis. Manages e-mail inboxes as so assigned. Responsible for troubleshooting and effectively navigating through all versions of online and offline fundraising channels.

7. Monitors use of ALSAC source codes, to ensure correct mail and verbal responses are provided to answer donation questions for donors and staff from other ALSAC departments. Maintains and updates donor files and make copies of confidential donor information as needed.

8. Handle calls from donors who require assistance in servicing their accounts. Uses time efficiently so that the department call abandonment rate is maintained at acceptable department standards, and maintain an acceptable error rate in accordance with department…