What are the responsibilities and job description for the Donor Services Representative position at Pioneers?
Position Summary :
The Donor Services Representative will serve on our Donor Services Team. Key functions will be processing incoming donations as specified by the donors as well as processing incoming expense reports from our staff and missionaries. They will help donors feel appreciated by handling incoming calls with energy, gratitude, purpose, and a prayerful heart as needed. The representative will also answer incoming questions related to expense reports. The representative will also help to resolve donor issues and inquires through customer service, research, and referrals to other PI team members as a backup to the donor relations team.
Qualifications :
Committed to global missions and overall vision of Pioneers
Must practice and support the relevant elements of the US Mobilization Base Manual
Excellent interpersonal skills
Two years' experience handling high volume inbound customer service calls
An energetic, outgoing personality who excels in connecting with constituents on the phone
Proficient with Microsoft Office
Comfortable working in multiple software systems simultaneously
Close attention to detail
Good communication skills
Ability to learn new software programs and evolve as they change
Bilingual Spanish speaker a plus
Responsibilities :
Learn Donor Services scanning / processing systems and utilize for daily tasks
Answer incoming web chats in a live environment as needed
Return missed calls and voicemails in a timely manner as needed
Monitor emails received in the Donor Services inbox and respond as needed
Research donor questions, concerns, complaints and take appropriate follow-up action as needed
Answer incoming missionary questions within guidelines
Educate and refer donors to opportunities to become more involved with Pioneers
Answer incoming donor calls as needed to support Donor Relations
Field and process service requests such as address changes, name changes, etc.
Review incoming expense reports for accuracy and compliance as set forth by an accountable plan
Answer incoming questions from missionaries and staff related to expense reports
Participate in Donor Services team events and meetings to maintain culture / team life
Physical Demands :
Environment : Work is performed primarily in a standard office environment with extensive public contact and frequent interruptions.
Physical : Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and / or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.
Vision : See in the normal visual range with or without correction.
Hearing : Hear in the normal audio range with or without correction.
Able to sit or stand for the duration of the workday (up to 8 hours)
Able to work on a computer (typing and viewing screen) for long periods (up to 8 hours)
Additional Notes :
This position serves in the PI Mobilization Base with occasional remote working days as determined by the Director of Donor Services.
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