Associate III - ECC Enterprise Support (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 e-mails, 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 standards.
9. Assist with training initiatives as needed.
10. Uses problem solving skills to handle escalated calls.
11. Participates in daily Enterprise Contact Center operations, which may require additional work shifts outside of scheduled work hours including nights, weekends, holidays and/or during peak periods.

Requires strong customer focus and interpersonal skills. Ability to speak and write in a clear and understandable manner for internal/external relations using multiple forms of communication (phone, email, chat, text, social media). Proficient in compiling email, chat, texts, and responding to written inquiries in a clear and understandable manner. Ability to listen and understand difficult verbal or written instructions and information; and accurately input information into a variety of software programs. Ability to work with multiple groups and synthesize information into effective verbal communication and reports. Ability to effectively interact with all levels of management. Proven ability to build relationships using excellent communication and negotiation skills. Strong ability to handle a multitude of project and tasks simultaneous. Ability to use discretion and work with confidential information. Demonstrates proficiency in computer skills, call center data entry, and knowledge of Microsoft Office Outlook, Word and Excel. Knowledge and ability to use internet based applications and mainstream social media products such as Twitter, Facebook, Skype. Knowledge of mobile devices and mobile applications. Ability to use call center telephony systems. Knowledge ordinarily acquired through attainment of high school diploma or equivalent, and at least 2 years of sales, customer service, and/or call center experience. Bilingual (English/Spanish) preferred. Benefits & Perks

We’re dedicated to ensuring children and their families have every opportunity to enjoy life’s special moments. We’re also committed to giving our staff excellent benefits so they can do the same.

• 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

St. Jude Children’s Research Hospital View all jobs

• Memphis, TN
• Permanent

• Full-time

• Just now

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 at you. Your 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.®