Associate, Supporter Relations

SUMMARY

The USA for UNHCR (U4U) Supporter Relations team is responsible for providing strong, frontline support to U4U’s donors, partners, prospects, and engaged community members who contact the Supporter Relations team with any gift, account, or programmatic inquiries, along with the team Coordinators. The Supporter Relations Associate is responsible for 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 U4U 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 (inquiry) volumes via both phone and email in response to these crises. The Supporter Relations Associate plays a critical role in direct, peer to peer engagement, customer service and inquiry resolution, conducting and oversight of team operations and providing administrative support to the Manager of Supporter Relations.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Internal Operations and Quality Control (45%)

• Support the Manager in directing and monitoring daily operations of the Supporter Relations Team.
• Responsible for auditing internal cases (inquiry resolutions) of the Supporter Relations team, correcting errors, drafting coaching notes and retraining staff.
• Draft and maintain a suite of business rules and policies for Supporter Relations procedures.
• Ideate, design, draft and implement Supporter Relations processes, including those within the Salesforce Service Console CRM (customer relations management) database such as automatic responses, both proactively and upon request.
• Respond to staff requests for data and reporting as needed, and responsible for any troubleshooting related to those reports and supporter sentiment data.
• Serve as point of escalation across the team and relevant vendors for donor/supporter cases (inquiries), performing necessary research and collaborating with colleagues on programmatic inquiries.
• Responsible for tracking outbound content from other departments, keeping team members informed of outgoing appeals and planning for any implications they may have on the Supporter Relations team.
• Support other operational and administrative tasks and projects as assigned and serve on cross-departmental committees as needed.

Content Creation (10%)

• Draft copy for the Supporter Relations team and other U4U departments inclusive of email and SMS response templates, as well as phone and canvassing scripts.

Direct Supporter Relations (45%)

• Answer inbound supporter inquiries through various channels including phone and email, 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 (inquiries) 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) at all times.
• 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.
• Miscellaneous projects and participation in working groups as requested; Other duties as assigned

EDUCATION and/or EXPERIENCE

• At least 2-3 years related experience years of customer service experience in a non-profit or related setting, with strong emphasis on phone and email engagements; Associate’s Degree preferred, Bachelor’s degree, a plus
• In lieu of education/degree requirements, a successful candidate will:
  • 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 CRMs, preferably Salesforce NPSP and Salesforce Service Console a plus.
• Efficient work style, with strong attention to detail.
• Ability to thrive in a fast-paced environment and prioritize workflow, taking action 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.
• Demonstrates passion for USA for UNHCR’s mission through previous academic work, extra-curricular or civic society membership, and/or personal and professional experience.  

WORK LOCATION

Hybrid + Washington, DC + May also involve travel to some locations within the company’s region of operations and select donor locations.

COMPENSATION

$61,953 - $72,795

DISABILITY SPECIFICATIONS

USA for UNHCR will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

USA for UNHCR is an Equal Opportunity Employer. Refugees and all other protected classes are encouraged to apply.