What are the responsibilities and job description for the Supporter Relations Specialist II (REPOST) position at OneChild?
The Supporter Relations Specialist II serves as a direct contact for supporters of OneChild. Our supporters are key stakeholders, so the Supporter Relations Specialist must be efficient in operations and provide excellent customer service. The Supporter Relations Specialist will interact directly with supporters while using a variety of communication modalities and will identify needs, answer questions, and resolve issues that will help reinforce satisfaction and supporter loyalty. This role also serves as a liaison between the supporters and OneChild, providing comprehensive, accurate, and timely information.
Description
REPOSTING: previous candidates need not reapply
KEY RESPONSIBILITIES & ESSENTIAL DUTIES
- Customer service: Provides and models top-notch full-cycle relationship management with supporters of OneChild. During and after initial donor setup, builds and maintains ongoing supporter relationships. Initiates supporter communication to ensure account information is up-to-date and accurate. Resolves donor account issues and any quality-control issues that arise.
- Data entry: Accurately enters highly confidential supporter financial information into CRM, maintains integrity of supporter records, and enters comprehensive and timely records of all supporter interactions in the CRM.
- Troubleshooting: Troubleshoot supporter issues by identifying needs and internally collaborating with other departments to seek root-cause problems and appropriate resolution. Upon developing an exhaustive understanding of internal process workflows, business requirements (including procedures and systems), and pertinent business schedules, proactively looks for ways to improve and evolve processes in support of organization-wide events and initiatives.
- Collaboration: Work closely with other internal teams and cross-train when needed.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
QUALIFICATIONS
- Must have excellent verbal, written, and interpersonal communication skills; ability to pay attention to the details and accurately record information given over the phone, via email, through the website, etc. Bilingual in Spanish is a huge plus!
- Able to quickly build rapport internally and with OneChild donors
- Uses discretion in handling sensitive and highly confidential supporter information
- Understands the importance of effective customer service and customer retention/loyalty principles and practices
- Effectively navigates communications and interactions with partners and prospective partners for gaining commitment to child sponsorship through OneChild and long-term retention of supporters
- Organizes and prioritizes workload; understands when to adapt based on urgency of requests/inquiries/projects
- Must be able to come to the office regularly and be able to work in close proximity to other team members
EXPERIENCE
- AA or AS is preferred, but not required
- Must be comfortable communicating using a phone and/or other call-center equipment
- Must have at least 3 years of experience in a call-center environment or similar high-volume customer service environment
- Accurate data entry and 10-key is a must
- Proficiency with MS Office; strong computer skills
- Bilingual in Spanish is a huge plus!
MANAGERIAL SCOPE
There are no supervisory responsibilities for this position.
WORK ENVIRONMENT
This role follows a hybrid work model with flexible days in office and remote days each week.
COMPENSATION & BENEFITS
At OneChild, we are committed to providing fair and transparent compensation in alignment with our mission and budget. As a nonprofit organization, we strive to offer a meaningful benefits package which includes medical, dental, and vision insurance, 403b match, PTO, a monthly cell phone stipend, and other perks (summer picnic, tuition assistance, fitness/wellness reimbursement, and paid volunteer time). This position is considered a full-time, non-exempt role.
Final compensation and benefits eligibility are determined on candidate experience, skills, and employment status.
Employees are held accountable for successfully performing essential duties of this job. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
Salary
$21 - $25.25 per hour
Salary : $21 - $25
