Associate III - ECC Enterprise Support (Remote in USA)

About the role

At ALSAC you do more than make a living; you make a difference. We value diverse backgrounds, perspectives, and a desire to make an impact. As one of the world’s most iconic and respected nonprofits, we develop and celebrate our employees while working to help St. Jude cure childhood cancer. Bring your whole, authentic self and become part of our shared mission: Finding cures. Saving children.®

Location: Remote in USA

Responsibilities

• Service donors and manage relationships through phone, email, chat, text, and social media for fundraising efforts supporting St. Jude Children’s Research Hospital.
• Build and develop relationships with volunteer coordinators and donors using inbound/outbound calls, emails, chat, and text.
• Use independent judgment to reschedule communications and resolve donor questions or problems efficiently.
• Negotiate and re-establish donor commitments, ensuring completion of scheduled fundraising events.
• Provide assistance to donors and prospects, with emphasis on online, Tribute, and Gift Planning marketing efforts.
• Support specialized groups, including VIP donors and coordinators, and seek opportunities to develop new donor relationships.
• Engage donors proactively, anticipate their needs, and build rapport through active communication.
• Use active listening and problem-solving skills to address donor complaints and maintain relationships.
• Accept donations, including credit card payments by phone, while maintaining PCI compliance and ALSAC policies.
• Educate and train donors and volunteers on donation options, fundraising campaigns, and event strategies.
• Advise donors on setting event timeframes, goals, and increasing fundraising efforts.
• Assist with marketing research projects, special programs, and test initiatives as needed.
• Solicit and document feedback from volunteers and donors using multiple systems.
• Track and report key elements of the donor experience, including trends impacting fundraising programs.
• Maintain accurate records using call center software and troubleshoot issues for management.
• Research information in databases, the internet, or intranet to assist donors and volunteers.
• Process special requests daily and manage assigned email inboxes.
• Navigate online and offline fundraising channels and monitor ALSAC source codes for accurate responses.
• Maintain and update donor files, handling confidential information as needed.
• Assist donors with account servicing and maintain department standards for call abandonment and error rates.
• Handle escalated calls using problem-solving skills and assist with training initiatives.
• Participate in daily Enterprise Contact Center operations, including additional shifts during peak periods, nights, weekends, or holidays.

Requirements

• Strong customer focus and interpersonal skills.
• Ability to communicate clearly and effectively in writing and verbally across multiple channels (phone, email, chat, text, social media).
• Proficiency in compiling and responding to written inquiries (email, chat, text).
• Ability to listen, understand, and input complex information accurately into software programs.
• Experience synthesizing information and communicating effectively with all levels of management.
• Proven ability to build relationships using communication and negotiation skills.
• Strong multitasking ability to handle multiple projects simultaneously.
• Discretion in handling confidential information.
• Proficiency in computer skills, call center data entry, and Microsoft Office (Outlook, Word, Excel).
• Knowledge of internet-based applications and mainstream social media (Twitter, Facebook, Skype).
• Familiarity with mobile devices and applications.
• Experience using call center telephony systems.
• High school diploma or equivalent, with at least 2 years of sales, customer service, and/or call center experience.
• Bilingual (English/Spanish) preferred.

Benefits

The following benefits apply to full-time roles only:

• Core medical coverage: low-cost, low-deductible medical, dental, and vision insurance plans.
• 401K Retirement Plan with 7% employer contribution.
• Exceptional paid time off.
• Maternity/paternity leave.
• Infertility treatment program.
• Adoption assistance.
• Education assistance.
• Enterprise learning and development opportunities.