Administrator, Gift Season

World Wildlife Fund Canada•Toronto, ON

7d•Hybrid

About The Position

The Administrator, Gift Season position is integral to the success of WWF-Canada’s Donor Relations team, by supporting the maintenance and development of loyalty and giving levels through the provision of excellent customer service. The Administrator is responsible for assisting in the administration and daily operations of Donor Relations by providing accurate and timely response to gift donor requests. The goal is to provide seamless service and support (to meet and exceed donor expectations and needs) related to gift administration, demonstrating exemplary customer service in all exchanges. Note one of the positions will have a primary focus on data entry administration.

Requirements

1-2 years customer service experience, preferably in a not-for-profit setting.
Data entry experience an asset.
Experience working with any CRM database and Shopify preferred.
Understanding of conservation issues in Canada and around the world; acquired through education or job experience.
Attention to detail.
Strong customer-service attitude and an outgoing and enthusiastic personality.
Above average computer skills; experience with Microsoft Word, Excel, Outlook Email.
Strength with conflict resolution and negotiation skills.
Ability to take initiative and practice good decision-making skills.
Demonstrated ability to work independently and as part of a team.
Ability to maintain confidentiality at all times.
Ability to be flexible and respond to a diverse workload.
Identify & align with WWF’s core values: Courage, Integrity, Respect, and Collaboration

Nice To Haves

Data entry experience
Experience working with any CRM database and Shopify

Responsibilities

Respond to supporter phone calls and emails relating to onetime gift, tax receipt requests and monthly gift inquiries.
Process and troubleshoot holiday catalog gift orders, donations, and other mail.
Assist in opening and sorting mail. Assist in processing outgoing mail and package fulfillment.
Update donor records in customer relationship management (CRM) database as needed with donor information, requests, and comments.
Coordinate, follow-up and track inbound/outgoing calls and emails regarding e-store purchases.
Assist in the identification of customer service and gift administration issues as they arise through donor feedback.
Track customer service metrics (actions, emails, phone calls and administrative tasks).
Assist the Donor Relations Coordinators with other administrative tasks as required.