Associate, Supporter Relations
About The Position
The USA for UNHCR Supporter Relations team is responsible for providing strong frontline support to USA for UNHCR’s donors, partners, prospects, and engaged community members who contact the Supporter Relations team and contact center with any gift, account, or programmatic inquiries. The Supporter Relations Associate is primarily responsible for managing the relationship with the inbound contact (call) center vendor and quality control of the inbound contact center cases, in addition to directly providing best-in-class customer service to internal and external stakeholders ensuring compassion and commitment for refugees and displaced people around the world. Because the work of USA for UNHCR is driven by the rapid response to displacement crises, this position requires the ability to quickly pivot priorities, immediately activate fundraising support for the Development teams, and may experience periods of high case (donor and prospect inquiry) volumes via phone, email, web and SMS in response to these crises. The Supporter Relations Associate plays a critical role in direct customer service and inquiry resolution, oversight, and quality control of services provided by our contact center vendor.
Requirements
- Bachelor’s degree, plus at least 2-5 years of customer service experience in non-profit or contact center related setting, with strong emphasis on phone and email engagements; each additional year of experience can substitute a year of the educational requirement.
- Strong active listening skills and demonstrated ability to remain calm and compassionate. Ability to diffuse tense or difficult situations.
- Genuine desire to communicate warmly and effectively to people and help solve problems/questions; enjoys communicating by phone and email.
- Demonstrates a high degree of customer service to internal and external stakeholders.
- Ability to quickly learn new software and absorb organizational and programmatic content.
- Experience with fundraising or marketing CRMs, preferably Salesforce.
- Efficient work style, with strong attention to detail.
- Ability to thrive in a fast-paced environment and prioritize workflow, acting quickly.
- Proficiency in Microsoft Word, Excel and Outlook.
- Ability to collaborate with peers and take direction from leadership to accomplish tasks.
- Ability to be a quick and eager learner.
- Demonstrates passion and the willingness to go the extra mile to provide stellar customer service skills.
- Demonstrates passion for USA for UNHCR’s mission through previous academic work, extra-curricular or civic society membership, and/or personal and professional experience.
Responsibilities
- Oversee the relationship, information sharing, direction, and training for the contact center vendor.
- Responsible for auditing cases submitted by the contact center vendor, processing corrections, drafting coaching notes, and collaborating with vendor to retrain agents. Conduct weekly audits from audio samples.
- Reconcile vendor call logs and vendor submitted cases each month and research discrepancies.
- Conduct regular surveys gauging supporter experience with the contact center and provide team with insights and recommendations based on findings.
- Draft and send weekly engagement packets for contact center agents.
- Ideate, design, and collaborate with the Business Systems Team (BST) to create and implement digital solutions for the Supporter Relations team, both proactively and upon request.
- Perform additional team and department related tasks as required.
- Process escalated cases from the contact center.
- Answer inbound supporter inquiries through various channels including email, web and SMS, taking prompt and appropriate action with each supporter; provide accurate information and/or quickly alleviate concerns and anxieties regarding U4U’s work or their giving.
- Assist supporters in making donations, updating gift/payment information, answering questions, and addressing concerns in a highly personalized, personable, timely, and empathetic way.
- Exercise sound judgement and adherence to protocol to escalate cases to supervisor when appropriate.
- Follow up with supporters within 48-72 hours when an immediate solution cannot be provided.
- Maintain confidentiality, discretion, and compliance in working with personally identifying information (supporter data).
- Perform general updates to constituent and gift records in the database.
- Prioritize supporter retention by offering alternative options to recurring gift cancellation requests.
- Provide accurate and concise call notes, effectively summarizing supporter status, purpose of the call and ultimate resolution for each call.
- Recognize and maximize opportunities to deepen conversations with supporters by asking follow-up questions and engaging in conversation toward greater understanding of callers’ anxieties, frustrations, inspirations and motivations.
Benefits
- Comprehensive health coverage, including employer-paid employee medical options (traditional and HSA plans)
- Flexible savings accounts, including FSA and HSA
- Industry-leading 401(k) match
- Lifestyle Spending Account to support your wellness
- Mental and financial wellness resources
- Paid time off, including a paid winter break and sabbatical leave at key milestones
- Volunteer Time-Off to support your community engagement
- Professional development support
- Access to tools like Headspace for mindfulness and mental health
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
11-50 employees
