Specialist, Donor Care

3 hours, 39 minutes ago
Full-time
Mid Level
Customer and Technical Support
Make-A-Wish America

Make-A-Wish America

Make-A-Wish America focuses on granting life-changing wishes for children with critical illnesses, providing them and their families with renewed strength and hope through the support of generous donations.

Diversified Consumer Services
1K-5K
Founded 1980

Description

  • Oversee day-to-day entry and processing of constituent and donor data in the CRM with a high degree of accuracy.
  • Train and manage external vendor partners to ensure timely and accurate task completion.
  • Serve as the primary point of contact for outsourced customer service agents and handle escalated issues and concerns.
  • Perform, oversee, and clean up data entry, importing, and processing of donor information, donations, and gift batches.
  • Lead whitemail and ACH gift batch entry, review, and processing, including related process improvements.
  • Process returned mail and matching gift request forms in a timely manner.
  • Complete complex helpdesk tasks while maintaining high customer service standards for donors, chapters, and the public.
  • Support tracking and distribution of funds to Make-A-Wish chapters.
  • Create, update, and implement Standards of Use, SOPs, and donor care documentation as needed.
  • Lead process improvement, training, and data cleanup efforts to maintain enterprise-wide data integrity.

Requirements

  • Bachelor’s degree or equivalent experience in a related field is required.
  • Working knowledge of nonprofit organizations is required.
  • 2 or more years of experience is required, with 1-2 years in a nonprofit environment preferred.
  • Strong experience with Microsoft Excel is required.
  • Experience with Salesforce NPSP software is required.
  • Minimum 1-2 years of customer service or donor-facing experience is preferred.
  • Ability to thrive in a remote environment.
  • Must be authorized to work for any employer in the U.S.; no employment visa sponsorship is available.
  • Some travel is required, up to 10%.
  • Occasional work outside standard Monday through Friday hours, including weekends and early evenings, may be required.

Benefits

  • Competitive compensation with a hiring range of $51,171 to $54,000 USD.
  • Annual incentive potential.
  • Comprehensive benefits package effective day 1, including medical, vision, dental, and wellness coverage.
  • Health Savings Account and Flexible Spending Account options.
  • Health Reimbursement Account fully funded by Make-A-Wish America.
  • 401(k) retirement savings plan with 5% match after one year of service.
  • Competitive PTO starting at 15 days, plus 10 sick days, 11 paid holidays, 2 volunteer days, and 2 personal days annually.
  • Parental leave and eligibility for Public Service Loan Forgiveness.
  • Employee awards and recognition programs, professional development, and leadership development.
  • Home office equipment provided for new hires, including a laptop, 24-inch monitor, and docking station/adaptor.
  • Additional insurance options, including short-term and long-term disability, life insurance, accident, critical illness, hospital indemnity, and pet insurance.
  • Discounts and special offers for theme parks, events, hotels, concerts, and movie tickets.

Interested in this position?

Apply directly on the company website

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