Donor Engagement Specialist

Second Harvest of Silicon Valley•San Jose, CA

9d•$34 - $36•Hybrid

About The Position

The Donor Engagement Specialist is a key member of Second Harvest’s Donor Engagement team, delivering exceptional customer service that ensures donors feel valued, supported, and meaningfully connected to our mission. Serving as the front-line point of contact through the Donor Hotline, this role addresses a wide range of donor needs with professionalism, warmth, and care. In addition to frontline support, the Donor Engagement Specialist executes the Behavior-Based Stewardship program for Annual and Middle donors, thoughtfully expressing appreciation and sharing the impact of donor generosity. This role requires a consistent commitment to high-quality service, clear communication, and a donor-centered approach in every interaction. The ideal candidate brings strong administrative, communication, and technical skills, along with a genuine passion for customer service and relationship-building. We’re looking for a proactive, solutions-oriented team member who asks thoughtful questions, quickly synthesizes information, and approaches challenges with empathy and efficiency. A successful Donor Engagement Specialist is curious, adaptable, and continually seeking ways to improve processes and enhance the donor experience. You’ll join a supportive, collaborative, and mission-driven team that values creativity, shared purpose, and community impact. This role offers more than day-to-day responsibilities—it’s an opportunity to help advance Second Harvest’s commitment to ending local hunger by ensuring every donor feels seen, appreciated, and inspired.

Requirements

Exceptional customer service skills
Excellent written and verbal communication skills
Outstanding problem-solving skills in a fast-paced environment
Flexibility and adaptability are a must, understanding that priorities can quickly change
Ability to multitask and prioritize effectively with attention to detail and accuracy.
Experience evaluating and improving processes.
Ability to establish great rapport with SHFB supporters and staff
Computer proficiency, including MS Office (Outlook, Excel, Word, PPT) and SharePoint

Nice To Haves

Experience with Go Fund Me Pro and Salesforce CRM software a plus

Responsibilities

Serve as a frontline point person for the donor hotline, actively listening to donor needs and responding thoughtfully to questions and inquiries in accordance with published Standard Operating Procedures.
Assist donors with making gifts over the phone and managing or updating recurring online gifts.
Support donors with enrolling in community fundraising drives, setting up recurring plans, or making changes to donor plans as requested.
Generate and prepare Behavior Based Stewardship call sheets for Manager review, escalating any data issues for resolution.
Execute the Behavior-Based Stewardship Program by making thank-you calls to express gratitude and share impact of donors’ gifts. Call volume ranges from 50 to 100 or more calls per day, particularly during high-volume holiday periods.
Accurately and promptly record all activity, notes, and donor record updates in Salesforce (SF), including preparing and submitting mass upload requests to capture bulk activities in SF.
Prep Behavior Based Stewardship Postcard files for volunteer(s) weekly.
Manage and complete assigned Donor Inquiry cases thoughtfully and professionally within three business days.
Provide back up coverage for Donor Inquiry Case load management and assignment as needed.
Work directly with Finance and donors to resolve gift errors and ensure gifts are successfully completed.
Contribute to data integrity efforts by identifying duplicate records or donor data discrepancies and documenting corrections and related activity in Salesforce; submit requests to Development Operations when needed.
Produce and manage Standard Operating Procedure documentation related to areas of responsibility.
Identify opportunities to improve processes or reports to support department goals and needs.
Assist the Donor Engagement (DE) team as needed with donor tours, sorts and special events.
Perform other duties and activities as assigned.