Donor Services Representative

Are you looking for a way to use your gift to help others? Do you have a heart to come alongside others who are trying to improve their lives? Do you want to work for a company that values their employees and has been recognize as a Best Christian Workplace 5 years in a row? If so, we want to talk with you!

As a Donor Services Representative, you will be responsible for serving as a frontline contact for transactional work with donors. This position works primarily with donors, grantees, and Mission staff and reports directly to the Director of Referral and Intake. This role will also fill in as a Call Center Agent when needed to ensure the day-to-day work in the Call Center runs smoothly.

Starting Pay: $27.42

Schedule: Monday - Friday; 8:00 am - 5:00 pm.

How you will serve

• Serve as the primary contact for donor's questions and inquiries related to their donation(s), including assisting donors with navigation of the Mission's portal (Donor Central), Assist donors with troubleshooting account login issues, and handling general inquiries via email or the Donor Services line in a timely manner.
• Assist in maintaining and managing clear and accurate donor services, operations documents and procedures (for reference purposes), including creating best practices guidelines and standards.
• Answer incoming calls by greeting callers warmly, listen attentively, and provide helpful and compassionate responses.
• Respond to emails and inquiries in a timely, professional, and mission-aligned manner.
• Direct calls and messages by transferring calls to appropriate staff and accurately relay messages.
• Answer questions about programs, donations, volunteer opportunities, and general inquiries.
• Support Donor & Volunteer Inquiries by assisting donors with gift-related questions and volunteers with event or opportunity details.
• Handle sensitive conversations with care by responding with patience and empathy to individuals in crisis or seeking assistance.
• Maintain accurate records by documenting inquiries, updating contact information, and logging interactions as needed.
• Monitor and manage voicemails by checking and responding to voicemails in a timely manner.
• Collaborate with staff by working closely with different departments to ensure inquiries are handled effectively.
• Uphold Mission values by representing Seattle’s Union Gospel Mission with professionalism, warmth, and a heart for service.
• Perform excellent customer service for internal and external customers
• Collect and report data to the Director of Referral and Intake as will be frequently requested
• Meet performance targets regarding quality and efficiency as specified by the Director, which will include, but are not limited to decreasing abandonment rate and increasing conversion rates
• Answer calls, return voicemails/emails, and conduct pre-intake for clients as needed

*** Please note that this position is not eligible for sponsorship or relocation assistance ***

How you qualify

• Acknowledge and sign the Mission's Statement of Faith (see below).
• High School Diploma or equivalent is required.
• 1-2 years of call-center and/or customer service (internal and external customers) is required
• Proficient to advanced computer skills with prior experience working with a data management system and/or CRM
• Proficient with Microsoft Office Suite

How we support each other

• Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Him.
• Faithfully upholds The Mission and your team in prayer.
• Participates in team devotions as schedule permits.
• Demonstrates behavior aligned with the Mission’s Statement of Faith, Standard of Conduct, policies, and expectations.
• Effectively represents Jesus Christ to a diverse audience, including our Mission teams, our volunteers, guests and homeless neighbors.

Benefits

All regular full-time employees, you are eligible to participate in our generous benefits package:

• Medical / Vision with generous dependent coverage
• Dental - 100% company paid
• Long-Term Disability – 100% company paid
• Basic Life Plan – 100% company paid
• Voluntary Products (Aflac and Guardian)
• EAP and 24/7 Virtual Mental Health – 100% company paid
• 4 weeks of paid vacation (prorated based on hire date)
• 11 paid holidays 1 Floating Holiday
• Personal Day and Birthday holiday
• Retirement benefits w/ company match
• Continuing Education Reimbursement Program

Work Environment

While performing the duties of this job, the employee is frequently required to sit for long periods of time in a temperature-controlled environment. Occasionally will stand, balance, twist, stoop, kneel and reach with hands/arms. Occasionally lifts up to 20 pounds and walks, use stairways to climb to multiple floors within the company. Requires frequent use of cognitive abilities including frequent memory recall and occasional decision making. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and ability to adjust focus

Statement of Faith

• We believe the Bible is the inspired, infallible, authoritative Word of God. (2 Tim. 3:16-17, 2 Pet. 1:20-21)
• We believe there is one God, eternally existent in three Persons: Father, Son, and Holy Spirit. Deut. 6:1, Matt. 28:19, Rom. 8:14-17, Eph. 4:4-6, 1 Tim. 2:5, 1 Pet. 1:2
• We believe in the deity and humanity of our Lord Jesus Christ:
  • His virgin birth (Luke 1:35, John 1:1-2, John 1:14)
  • His sinless life (Phil. 2:5-11)
  • His miracles (Matt. 4:23)
  • His vicarious and atoning death through His shed blood on the cross, the forgiveness of sins (Rom. 3:23-25, 2 Cor. 5:21, 1 John 2:1-2)
  • His bodily resurrection from the dead (Rom. 8:34, 1 Cor. 15:3-5)
  • His ascension into heaven, now seated at the right hand of the Father (Acts 1:9-11, Heb. 1:3, Heb. 9:24)
  • His future return in power and glory (1 Thess. 4:16-18)
• We believe that salvation of the lost is possible through the shed blood of the Lord Jesus Christ by faith apart from works, and regeneration by the Holy Spirit. (Eph. 1:7, Eph. 2:8-9, John 1:12, John 3:36, 2 Cor. 5:17, Titus 3:5, John 14:17)
• We believe in the present ministry of the Holy Spirit by whom Christ indwells each believer enabling them to live a godly life of obedience as they reach for maturity. (John 14:17, Acts 1:8, John 16:13, John 14:26, 2 Cor. 1:21-22, Gal. 5:22-23)
• We believe in the bodily resurrection of the saved and their eternal life with God. We believe in the bodily resurrection of the unsaved and their eternal separation from God. (1 Cor. 15:20-28, Matt. 25:45-46, Rev. 20:11-15)
• We believe in the spiritual unity of believers in Christ. (Eph. 2:13-14, Eph. 4:1-6, John 17:20-23, Phil. 2:1-4)

Mission Statement

To bring the love of Jesus and hope for a new life to our homeless neighbors.

Vision Statement

To see every homeless neighbor - beloved, redeemed, restored.

Pre-Employment

This position is subject to a pre-employment criminal background check and must be able to pass a 4-panel drug screen.