Description
Heifer International is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
FUNCTION
Provides superior service to Heifer International donors, volunteers, and/or internal staff by managing calls, correspondence, web-chat, email, social media comments, and all other inquiries to ensure service levels for over 300,000 donors and volunteers annually. Will work closely to train and monitor the performance of approximately 100 representatives through outsourced vendors and internal staff. Responsible for overseeing the success of over $5 million in revenue within the Service Center. Will also oversee multiple portfolios of stewardship plans for individuals, schools, and congregations to improve revenue, retention, and loyalty of donors in these segments.
ESSENTIAL CHARACTER TRAITS:
Excellent people, customer service and sales skills. Professional with charismatic, detail-oriented, collaborative, outstanding communication and interpersonal skills; strong drive to work cooperatively and diplomatically with a culturally diverse group of people. Ability to create long-lasting relationships with donors; Excellent verbal, written and presentation skills; Displays data analytics expertise and utilizes best practices and knowledge exchange in an ever-evolving, collaborative and agile environment. Ability to work well with supervisors, coworkers and donors.
RESPONSIBILITIES & DELIVERABLESA. Supervise Donor Services Team, Call Center Revenue, and Outsourced Vendorsโ Performance (60%)
Monthly Giving RetentionIndividual Donors giving more than $1,000 through Mass MarketingCorporate Matching GiftCongregations, Schools, and Civic GroupsVolunteersCause Marketing BusinessesPrivate FoundationsManage stewardship efforts within segmented portfolios including communication, cultivation, solicitation and stewardship.Maintain Community Portfolio revenue. Focus on $5,000 and above.Utilize Donor Analytics Framework and Stewardship Advance Plans to customize portfolios.Provide feedback to improve overall donor relationshipsEnsure touchpoints are coordinated with all other teams: Mass Marketing, Philanthropy and Planned Giving.Input all pertinent interactions into database systems for reporting and analysis.Complete calls, emails and mailings and all personal stewardship touchpoints in a timely manner.C. Digital Engagement (10%)
Engage Digitally through Email Marketing Platforms with DonorsCommunicate with Community Marketing Groups digitally through Salesforce Marketing Cloud and GratavidRoutes email copy to appropriate stakeholdersProvide Reporting on Success of CampaignsD. Other Duties as Assigned (5%)
May perform other job-related responsibilities as assigned.
Minimum Requirements:
Bachelorโs degree plus two (2) years of related experience.
Preferred Requirements:
At least five (5) yearsโ experience as a customer service representative.Intermediate or advanced level ability to both speak and read Spanish preferred.Prior call center experience preferred.Supervisory or team lead experience is a plus.Most Critical Proficiencies:
Knowledge of customer service techniques and telephone etiquette.Knowledge of computers as a tool for data entry, spreadsheets, word processing, e-mail and accessing web information.Knowledge of the non-profit sector and the context to which non-profit organizations operate.Strong interpersonal, verbal and written communications skills.Experience with using standard office equipment including fax machine, copier and telephone.Knowledge and experience with word processing, spreadsheets, database, newsletter, Web and email software (Microsoft Office Suite preferred).Knowledge and experience as a Systems Administor of CaaS platformEssential Job Functions and Physical Demands:
Must be able to work in a fast paced environment using multiple systems and juggling many tasks within Service Center.Ability to work with and maintain sensitive and confidential donor and internal information.Proven team leadership skills with the ability to train and work cooperatively with a diverse staff.Ability to understand difficult verbal and written instructions.Constant face-to-face, telephone and electronic communication with colleagues, donors and the general public.Ability to assign and review the work of direct reports, as well as motivate colleagues.Ability to work independently with moderate supervision while managing multiple tasks.Must be able to communicate effectively and exhibit a patient, positive attitude with donors and colleagues.Ability to work cooperatively, passionately and cordially.May require constant sitting and working at a computer for extended periods.Occasional bending and lifting of up to 20 pounds (9 kilograms) floor to waist.Willingness and ability to easily adapt to change.Salary Information:
Starting salary for this position is $53k USD annually. Salary will be commensurate with experience and competency.
**Disclaimer: Salary for this position is based on U.S. labor market and salary scale.โ
WHAT WE OFFER:
Heifer International offers a variety of benefits for U.S.-based employees working 30 or more hours per week.
Health and wellness benefits including Flexible Spending Account and/or Health Saving AccountEmployee assistance program403(b) retirement plan (match 1% employee to 2% employer up to a maximum of 4% match + 3% employer discretionary contribution regardless of employee contribution)22 vacation days in addition to 12 statutory and discretionary holidays, and 10 sick days per yearEmployer-paid life insurance and accidental death & dismemberment (AD&D)Professional development and annual merit increase opportunitiesOptional critical illness insurance, legal assistance plan and pet protectionAnd more!