What are the responsibilities and job description for the Donor Engagement Representative position at Convoy of Hope?
Ministry Function
The Donor Engagement Representative supports the ministry of Convoy of Hope through a customer service function by both assisting donors with inbound account requests and providing outbound appreciation updates related to Convoy of Hope activities.
Essential Duties & Responsibilities
- Receives incoming phone calls and email inquiries from donors, including through the Donor Portal.
- Places outbound calls and sends emails to donors for follow-up or engagement — includes “thank you” and impact-of-giving conversations.
- Updates donor data records, including account and financial information for lapsed donations as per segregation of duties, maintaining donor confidentiality.
- Resolves donation and account issues by clarifying the donor’s problem, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
- Creates and distributes tax documents, gift acknowledgments, and all other donor follow-up materials as related to donor gift history.
- Maintains donor confidentiality.
- Fulfills all other duties as assigned.
Required Knowledge, Skills & Abilities
- A high school diploma or equivalent is required.
- One or more years of experience in a customer service position is required.
- Demonstrates clear and professional communication, both verbally and in writing, and excellent listening skills.
- Displays the ability to manage difficult situations and individuals with both tact and professionalism.
- Exhibits a pleasant, patient, and friendly attitude that can be discerned through the phone by customers.
- Possesses strong decision-making skills and analytical abilities.
- Demonstrates attention to detail.
- 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.
- 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.
- Positively represents the ministry of Convoy of Hope, including its mission statement and core values, to all outside constituencies.
- 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.
