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Donor Loyalty Representative

4 months ago

Providence, United States Plan USA Full time
Job DescriptionJob Description

Plan works for girls’ rights. Harmful barriers like child marriage, human trafficking and gender-based violence are preventing girls and young women from achieving their full potential. Plan, along with government and private partners, fights against harmful gender norms and empowers young people to create positive change in their communities. We have worked in communities for more than 80 years and provide locally-driven programming through 240 offices around the world.

 

Plan International USA is fully committed to the safeguarding of all children and young people from all forms of violence.

 

Position Description:

Plan International USA is seeking an enthusiastic and motivated, customer-oriented professional to join our team. As a donor loyalty representative you will work with Plan's donors and sponsors closely, answering questions, soliciting feedback, and providing accurate and adequate information about the program and about how their contribution is used. 

 

This is a great opportunity to gain experience in an non-profit international development organization with opportunity for growth. Written and verbal communication skills are a must to succeed in this role. 

 

Essential Functions:

Manages customers’ accounts (sponsors, contributors, donors):

  • Enrolls sponsors, contributors, and donors
  • Processes, maintains, and updates customers’ accounts
  • Informs customers of any changes or future changes to their account affecting their relationship (e.g., child cancellation, project completion, etc.) and facilitates the change process
  • Responds to and resolves customers’ inquiries or issues via telephone, email, Live Chat or written correspondence in a timely and efficient manner
  • Ensures positive closure of customers’ experience if they discontinue
  • Provides accurate and adequate information to the customers to help them explore other avenues to help children
  • Stewards the customers toward extending their involvement through renewals, multiple sponsorships/gifts, upgrades and/or major gifts

 

Skills and Competencies:

  • Ability to work well with others and develop positive relationships
  • Ability to focus on customer care and to exhibit excellent customer service skills
    Ability to keep one’s emotions under control when faced with opposition, pressure, and/or stressful situations
    Ability to effectively handle multiple tasks, paying attention to details
  • Ability to offer alternative giving levels to donors when appropriate
  • Strong written and verbal communication skills and ability to represent the organization in a variety of situations
  • Ability to employ active listening techniques and patience, to ensure complete understanding
  • Ability to be flexible and to easily shift gears
  • PC skills, with knowledge of Windows; MS-Word, Excel, PowerPoint and Outlook
  • Ability to make decisions independently
  • Working knowledge of Spanish or French is useful
  • Keeps up to date with global issues (e.g. natural disasters, political issues, etc.) by reading the Plan International Website and any updates, to be able to provide accurate information to customers

Education and Experience:

Associates degree, Bachelor’s degree preferred: Marketing, Education, International Studies or Liberal Arts
1-2 years’ experience in a customer service role preferred
 

Physical and Mental Demands
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job

 

Work Environment
Remote office environment. However, in-office working is required 4-6 times a month. 

 

Compensation

Offers are based on experience, job requirements, internal equity, and market comparisons.

Plan offers a competitive total compensation package that includes PTO, Flexible Sick Time, Paid Holidays, 401K, and more.

 

Other Duties

This job description does not contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time.

 

Plan is an equal opportunity employer and follows all laws associated with the EEOC.

 

Customer Care, Non-profit, non profit, nonprofit, customer service, sales, Customer service, international development


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