Donor Care Representative

American Red Cross • New York, NY

1d • $21 - $27 • Remote

About The Position

The American Red Cross is currently seeking a Donor Care Representative to join our Donor Care team within the Consumer Fundraising department. This position is a Remote, Full-Time role that can be located anywhere in the United States. You must be able to work in Eastern Standard Time from 8:30 am – 5:30 pm EST. The Donor Care Representative plays a key role in supporting financial donors by delivering excellent service through inbound phone calls and online requests.

Requirements

• High School or equivalent required.
• Minimum 7 years of related experience or equivalent combination of education and related experience required.
• Ability to plan, prioritize and organize work to meet customer expectations.
• Excellent organizational skills and ability to work with attention to detail.
• Strong interpersonal skills and the ability to create and maintain collaborative work relationships within the organization and with external stakeholders.
• Ability to work on a team.
• Occasional travel to participate in meetings and conferences.
• Reliable internet access and a dedicated, professional remote workspace.
• Combination of candidate’s education and general experience satisfies requirements so long as the total years equate to description’s minimum education and general experience years combined (Management experience cannot be substituted).

Nice To Haves

• Bilingual in Spanish is highly preferred.
• Experience in a call‑center, donor relations, non‑profit support, or fundraising environment.
• Strong customer‑service orientation with the ability to deliver compassionate, professional, and donor‑centered communication.
• Excellent verbal and written communication skills, including clear documentation and ability to follow prescribed scripts and QA‑aligned call flows.
• Strong active listening, empathy, and problem‑solving skills.
• Ability to manage multiple tasks simultaneously while maintaining high accuracy.
• Comfortable navigating multiple software systems concurrently during live calls.
• Advanced computer skills, including Microsoft Office; Salesforce or fundraising database experience preferred.
• Ability to work both independently and collaboratively in a high‑volume environment.

Responsibilities

• Provide service over the telephone and in-person following established procedures and guidelines.
• Use computer-based system to provide information, track history, and troubleshoot issues.
• Provide support, development and/or leadership guidance to all volunteers.
• Deliver high‑quality donor service to financial donors by handling calls professionally and efficiently in a call‑center environment, consistently meeting established quality, compliance, and call‑handling standards.
• Follow Donor Care Standard Operating Procedures to resolve donor concerns accurately and in alignment with organizational expectations.
• Create, manage, and complete donor cases within defined Service Level Agreements (SLAs) while ensuring accuracy and thorough documentation.
• Utilize internal systems to research and resolve financial donor requests.
• Apply strong listening, problem‑solving, and communication skills during every donor interaction, following required Quality Assurances guidelines.
• Coordinate with internal Red Cross departments to address escalated donor situations requiring cross‑functional attention.
• Provide warm or cold transfers following established protocols.
• Participate actively in team meetings, training, coaching, and continuous improvement discussions.
• Protect donor confidentiality and maintain compliance with data‑handling guidelines.
• Perform other related duties as assigned.

Benefits

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 15 days a year; based on FLSA status and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED