A COVER LETTER IS REQUIRED TO BE CONSIDERED FOR THIS POSITION
Mercy Corps helps people turn the crises they confront into the opportunities they deserve. Driven by local needs, our programs provide communities in the world’s toughest places – places like Iraq, Afghanistan, Somalia and Haiti – with the tools and support they need to transform their own lives.
Resource Development (RD) staff work in three main areas: 1) raising private funds and cultivating and maintaining relationships with private donors; 2) defining the agency’s brand, raising our public profile and sharing stories about our work by engaging with the media, the public, and our supporters and producing a wide range of online and offline communications; and 3) teaching visitors to our Portland Action Center about issues of global poverty and engaging them in efforts to end it.
The RD team includes several dozen dynamic professionals who possess a wide range of skills. We are database managers, web developers, internet marketers and public relations experts. We are writers, designers, photographers and teachers. We are fundraisers with expertise in direct response, online, community, major gift and corporate giving. We are specialists in fundraising analysis, stewardship, prospecting and customer service. Most of all, we are passionate about Mercy Corps’ mission and dedicated to supporting our worldwide team that’s improving the lives of 19 million people in 36 countries.
GENERAL POSITION SUMMARY:
The Donor Services Manager provides compassionate, personal and timely customer service to Mercy Corps donors, promoting donor loyalty and generating fundraising revenue. This position responds to donor inquiries over the phone, via email and in writing, including making outbound calls to sustainers to renew and update their support. S/he coordinates the Donor Services team, including training and supervising temporary staff as needed.
ESSENTIAL JOB FUNCTIONS:
In cooperation with other Donor Services Team Member(s):
Accountability: Mercy Corps team members are expected to support all efforts towards accountability, specifically to our beneficiaries and to international standards guiding international relief and development work while actively engaging beneficiary communities as equal partners in the design, monitoring and evaluation of our field projects.
- Represent Mercy Corps by clear, accurate and welcoming communication with donors, donor prospects and the public in person, over the phone and in written correspondence, including all email.
- Provide coverage for donor services phones; back-up for other staff when not the primary phone coverage.
- Respond to and manage all incoming emails from all public email addresses.
- Call monthly donors whose gift is lapsing to renew their commitment (~250 calls/month)
- Respond to donor inquiries, requests and complaints within established time deadlines. Report promptly to Director of Development Operations when volume exceeds capacity to respond in a timely manner.
- Create and maintain a positive and productive donor and customer experience including during complaints or difficult interactions.
- Maintain current knowledge about and demonstrate understanding of Mercy Corps’ programs. Perform research as necessary to provide accurate information to donors.
- Coordinate the Donor Services team and hire, train and supervise temporary staff members as needed.
- Other duties as assigned.
Organizational Learning: As part of our commitment to organizational learning and in support of our understanding that learning organizations are more effective, efficient and relevant to the communities they serve - we expect all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves .
Donor and Volunteer Services Coordinator
REPORTS DIRECTLY TO: Director of Development Operations and Analytics
WORKS DIRECTLY WITH: Donor and Volunteer Services Coordinator, Development Operations team, Director of Development Operations, other Mercy Corps team members
KNOWLEDGE AND EXPERIENCE:
- Bachelor’s degree preferred or equivalent in a related field.
- Proficiency with Microsoft Office Suite in general.
- At least 3 years experience with customer service, hospitality or inbound/outbound call centers.
- At least 3 year experience responding to customer complaints.
- Flawless written and spoken communication skills, including grammar and spelling.
- 50 wpm minimum; high accuracy.
- Prior experience training and managing staff.
- Good at prioritizing tasks.
- Preference for prior experience in a non-profit; preference for prior experience in a calling center.
A successful candidate will be a strong, compassionate communicator with the proven ability to respond to many urgent phone calls, emails and written requests from donors and the public in a calm, personal and timely manner. S/he will have a demonstrated ability to communicate effectively with people from many walks of life. S/he will be motivated to contribute to fundraising success through warm, upbeat pro-active donor engagement. Collaboration and respect will be key values for the successful candidate. An even temperament, kindness under pressure, and a good sense of humor will be important assets in this position. A proven ability to learn quickly, take initiative and be accountable for results is important. S/he will be curious about Mercy Corps’ work and its mission and have an awareness of and sensitivity to multi-cultural international development work.
LIVING CONDITIONS/ENVIRONMENTAL CONDITIONS:
Position is based in Portland, Oregon at Mercy Corps Headquarters.
Mercy Corps is dedicated to helping the poor and oppressed in developing countries. The not-for-profit organization offers emergency relief...