Donor Engagement Email Specialist (Part-time)

Ministry Function

The Donor Engagement Email Specialist supports the ministry of Convoy of Hope through a customer service function by both assisting donors with inbound account requests and handling outbound appreciation updates related to Convoy of Hope activities.

Essential Duties & Responsibilities

1. Responds to all donor emails received through donations@ and info@.
2. Processes all unsubscribe requests received from email campaigns.
3. Proactively contacts donors regarding subscription failures and updates account information to improve donor retention.
4. Updates donor data records, including account and financial information for lapsed donations as per segregation of duties. Maintains donor confidentiality.
5. Resolves donation and account issues by clarifying the donor’s concern, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
6. Creates and distributes tax documents, gift acknowledgments, and all other donor follow-up materials as related to donor gift history.
7. Fulfills all other duties as assigned.

Required Knowledge, Skills & Abilities

1. A high school diploma or equivalent is required.
2. One or more years of experience in a customer service position is required.
3. Demonstrates clear and professional communication, both verbally and in writing.
4. Possesses experience in MS Office products and fluency in Excel and mail merging.
5. Exhibits a pleasant, patient, and friendly attitude that donors can discern over the phone.
6. Displays strong decision-making skills and analytical abilities.
7. Demonstrates skills in attention to detail, communication, and listening.
8. Attends and actively participates in Convoy of Hope At Home Week meetings and activities as a required responsibility to the organization and fellow team members.
9. 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.
10. Positively represents the ministry of Convoy of Hope, including its mission statement and core values, to all outside constituencies.
11. 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.

Supervisory Responsibilities

This position has no supervisory responsibilities at this time.