Location: Portland, OR; United States (Hybrid)
Position Status: Regular, Full-time, Non-exempt
Salary Level: US: Starting salary for this role will be USD $40,000 – $47,500, commensurate on experience.
Valid unrestricted work authorization in the United States is required at the time of application for this position.
About Mercy Corps
Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse, and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.
Department Summary
The mission of the Resource Development (RD) department is to advance the organization’s strategic goals and support our worldwide team by raising flexible funds, profile, and influence. The RD team encompasses several dozen dynamic professionals who possess a wide range of skills. We are gift officers, direct response fundraisers, web developers, marketers, and media relations strategists. We are database managers, digital specialists, creative designers, storytellers, and teachers. Most of all, we are passionate about Mercy Corps’ mission and believe a better world is possible.
General Position Summary
The Donor Services team welcomes our donors and the public to Mercy Corps, primarily through phone and email contact. The Donor Services Coordinator provides excellent customer service to Mercy Corps donors, promoting donor loyalty and generating fundraising revenue by responding to donor phone calls and emails. This position is responsible for fulfilling special donor requests and processing donor pledge information over the phone, through email, mail, and in person.
Essential Job Responsibilities
In cooperation with the Donor Services Manager and Development Operations staff:
- Successfully represents Mercy Corps by clear, accurate and gracious communication with donors, vendors, and the public over the phone, in writing and in person.
- Create and maintain a positive and productive donor and customer experience including during complaints or difficult interactions.
- Provide coverage for donor services phones, 08:30 am – 05:00 pm, Monday to Friday. Additional coverage may be needed.
- Respond to donor inquiries, requests, and complaints within established time deadlines. Report promptly to the Donor Services Manager when volume exceeds capacity to respond in a timely manner.
- Receive and process Partner In Possibility credit card data and one-time credit card gifts in a PCI compliant manner.
- Maintain an acquisition phone line and remove addresses in a timely manner.
- Monitor and respond to the various Mercy Corps email accounts.
- Prepare and mail individual/special donor correspondence, in person at HQ, on a weekly basis.
- Cross train with and back up the Development Operations team as needed.
- Contribute to team effort by accomplishing other duties as assigned.
Supervisory Responsibility
The Donor Services Coordinator has no supervisory responsibilities.
Accountability
Reports Directly To: Donor Services Manager.
Works Directly With: Donor Services Manager, Development Operations team.
Accountability to Participants and Stakeholders
Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.
Minimum Qualifications & Transferable Skills
- Bachelor’s degree or equivalent work experience.
- 1+ year experience in customer service, hospitality, or inbound/outbound call centers, with experience responding to customer complaints.
- Experience with high volume/fast paced customer facing environments.
- Demonstrated verbal communication skills especially by phone.
- Demonstrated written communication skills including flawless grammar and spelling.
- Highly detail-oriented and organized.
- Ability to successfully manage multiple tasks, phone calls, data entry and email communication.
- Must work well independently, as well as cooperatively as part of a team.
- Must have good self-care tactics to manage the challenges associated with complaints and multiple pressing tasks.
- Raiser’s Edge database or similar donor database experience is preferred.
- Previous non-profit experience preferred.
Success Factors
The successful candidate will be a strong, compassionate communicator with the proven ability to respond to many urgent requests from donors and the public in a calm, personal and timely manner. They will have a demonstrated ability to communicate effectively with people from many walks of life, maintaining a positive and productive relationship. An even temperament, kindness under pressure, and a good sense of humor will be important assets in this position. A proven ability to learn quickly, take initiative and be accountable for results is important. They will work well independently as well as cooperatively on a team completing projects. They will be curious about Mercy Corps’ work and its mission and have an awareness of and sensitivity to multicultural international development work.