WHO WE ARE:

A21 is a nonprofit organization fueled by radical hope that human beings everywhere will be rescued from bondage and completely restored. We are the abolitionists of the 21st century, and we work to free people in slavery and disrupt the demand. 

For 16 years now, we've rolled up our sleeves and set our feet to action. Why? Because in a single moment a number can turn into a name, a tragedy into a victory, and a belief into an action.

Freedom. That's our goal for every human being on the planet.

OUR MISSION: Abolish slavery everywhere, forever. 

WHAT WE ARE LOOKING FOR: Engagement Specialist

LOCATION: Costa Mesa, California - USA

JOB PURPOSE

The A21 Engagement Specialist oversees the overall customer service experience. This role acts as a crucial link between program collaborators, donors and supporters, volunteers, and A21’s internal and external customers, driving excellence and innovation in service delivery, and effectively communicating the organization's mission and programs, fostering clarity and engagement on all fronts.

MAIN RESPONSIBILITIES/ KEY DUTIES 

• Supporter Service Management: Oversee the management of the info@a21 email inbox and phone lines to ensure timely and high-quality responses to inquiries for both program requests/needs and donor services.
• Volunteer Coordination: Lead, direct and support volunteers at A21, enhancing their effectiveness and integration into A21’s goals and the organization's values and culture.
• Training Development: Design and implement training programs for staff and volunteers, focusing on proficiency in key software and systems (CRM, Gmail, Excel, Google Drive, A21 phones).
• Inquiry Resolution: Ensure all questions from the A21 info email and phone service are addressed promptly and effectively, maintaining high satisfaction levels for A21 customers
• Information Accuracy: Regularly review and update FAQs and other support materials to ensure the information provided to supporters is the most up-to-date information on A21's programs and initiatives, maintaining accuracy and relevance for supporters. 
• System Integrity: Assist in maintaining the integrity of the CRM system, ensuring accurate data management and reporting
• Internal Collaboration: Assist in collaboration between departments to align strategies and processes for effective supporter engagement, coordinate cross-functional teams to address supporter concerns, support continuous improvement, support system enhancements, and assist in resolving customer issues.
• Donor Engagement: Engage with potential and current donors to provide information and support communication between mass, mid, and major donors. Collaborate with the strategic partnerships team to align donor engagement strategies with fundraising goals and coordinate donor communication efforts, including acknowledgments, updates, and event invitations when requested. Assist in identifying and prioritizing prospective donors, support prospect research, donor data analysis, and retention/acquisition strategies, following all donor engagement activities that align with organizational goals and values.
• Administrative Support: Assist with any team administration tasks when assigned.
• Event and Visitor Support: Provide logistical support for hosting visitors and assisting with events within the California office.
• Additional Duties: Undertake any other duties assigned by the supervisor as the job develops.

PERSONAL SPECIFICATIONS 

• Professional Experience: Proven experience in administration, leadership, customer service, data analysis, and project management. Demonstrated ability to uphold, safeguard, and promote the organization’s values and philosophy, particularly relating to ethics, integrity, and corporate social responsibility.
• Educational Background: Bachelor’s degree required.
• Technical Proficiency: Strong skills in Excel, Google Drive, and Gmail; familiarity with A21’s mission and global operations is preferred.
• Core Competencies: Exceptional attention to detail, organizational skills, and team collaboration capabilities. Ability to delegate effectively, communicate clearly, and support multiple projects at the same time.
• Personal Attributes: Consistency, kindness, discernment, a solution-focused approach, flexibility, a strong personal standard of excellence, and a commitment to continuous learning and service.

DESIRED SKILLS

• Leadership Skills: Ability to encourage and motivate a team, foster a positive work environment, and inspire excellence in service delivery.
• Problem-Solving Skills: Strong analytical and problem-solving abilities to identify issues, develop effective solutions, and implement improvements in processes and procedures.
• Communication Skills: Excellent verbal and written communication skills to interact effectively with supporters, volunteers, and internal stakeholders, as well as to articulate complex ideas clearly and concisely.
• Interpersonal Skills: Strong interpersonal skills to build and maintain relationships with diverse stakeholders, including donors, volunteers, and team members.
• Time Management: Effective time management and prioritization skills to handle multiple tasks and deadlines simultaneously, while maintaining attention to detail and quality.
• Adaptability: Flexibility and adaptability to navigate changing priorities, respond to unexpected challenges, and thrive in a dynamic work environment.
• Supporter Focus: Commitment to delivering exceptional customer service, understanding supporter needs, and exceeding expectations to ensure high levels of satisfaction and retention.
• Financial Acumen: Basic understanding of financial principles and processes, including budget management and financial reporting, to support finance-related tasks and collaborate with the finance department.