Donor Engagement Reserve ; Part-time, Flex

• Location 1 Convoy Drive,Springfield, MO, 65802,United States
• Employee Type Non-Exempt

Contact information

Description

Convoy of Hope considers all team members to be ministers of the Gospel. Employment at Convoy of Hope is viewed as a calling from God to serve others through our faith and core values. As part of this calling, team members may be asked to pray with or provide spiritual care to fellow employees, donors, guests, or others we serve. Every team member is expected to model Christ-like character and to integrate their faith into their work and interactions.

The Donor Engagement Reserve Representative supports the ministry of Convoy of Hope by providing temporary, on-call assistance to the Donor Engagement team during periods of increased donor activity, disaster response, special campaigns, staffing shortages, and other high-volume needs. This position assists donors with donations, account updates, questions, and concerns while providing compassionate, professional, and ministry-focused service.

This is a reserve, as-needed position with no guaranteed number of hours. Reserve representatives are trained in advance and activated based on organizational needs. Work schedules, assignment duration, and responsibilities may vary depending on donor volume and the nature of the activation.

• Receives incoming phone calls and assists donors with donations, account updates, general questions, and troubleshooting needs.
• Places outbound calls and send emails for donor follow-up, engagement, thank-you, and impact-of-giving conversations.
• Responds to donor emails received through donations and info, as well as inquiries submitted through the Donor Dashboard.
• Engages first-time donors through personalized thank-you calls.
• Updates and maintains donor records, including contact information, address and phone number changes, and giving information, in accordance with Segregation of Duties requirements.
• Processes accurate and timely gift acknowledgments, including handwritten thank you cards, printed letters, emails, tax receipts, and other donor requests.
• Ensures all donor communications are personalized and consistent with Convoy of Hope’s voice, mission, and brand standards.
• Maintains accurate and up-to-date donor records in Salesforce or other organizational systems.
• Protects donor confidentiality and follow all organizational requirements for data security, integrity, and compliance.
• Completes assigned training and maintain readiness to serve when activated.
• Remains flexible and responsive to changing priorities during disaster response, special campaigns, and periods of increased donor activity.
• Fulfills all other duties as assigned.

• One year experience in a customer service role is required. A bachelor’s degree in a related field is preferred; a high school diploma or equivalent is required.
• Possesses the ability to communicate clearly and professionally, both verbally and in writing.
• Possesses the ability to manage difficult situations and individuals with tact and professionalism.
• Has a pleasant, patient and friendly attitude that can be discerned through the phone by customers.
• Possesses strong decision-making and analytical abilities with strong detail orientation and communication/listening skills.
• Ability to learn and use Salesforce, donor management platforms, phone systems, and other organizational technology.
• Ability to maintain reasonable availability and respond promptly when contacted regarding a potential reserve activation.
• Possesses the ability to maintain strict confidentiality and appropriately handle sensitive information with discretion.
• Exhibits strong Mac or PC proficiency and working knowledge of Google Workspace and Microsoft Office, with the ability to quickly learn Salesforce or other CRM systems as needed.

• As a Christian organization, Convoy of Hope believes it is critical that team members embrace the organization's religious purposes for which it exists and not only agree with its Statement of Faith but demonstrate it in their lives on an ongoing basis.
• Demonstrates cultural awareness, humility and an ability to learn from international colleagues to strengthen global collaboration.
• All team members are expected to contribute to the successful coordination and delivery of major organizational events (IWD, etc), working cooperatively across working groups as needed.
• Attends and actively participates in COH At Home Week meetings and activities as a required responsibility to the organization and fellow team members.
• Serves as an advocate for the ministry, striving to nurture, broaden, and develop financial and other resource opportunities to support and expand organizational and program ministry.
• Positively represents the ministry of Convoy of Hope, including its mission statement and core values, to all outside constituencies.