Donor Loyalty Representative

Position Description:

Plan International is an independent development and humanitarian nonprofit that advances children’s rights and equality for girls. We believe in the power and potential of every child, but know this is often suppressed by poverty, violence, exclusion and discrimination. And it is girls who are most affected. 

Working together with children, young people, supporters and partners, we strive for a just world, tackling the root causes of challenges children face. We’re there from birth until adulthood, and we support children to prepare for and respond to crises and adversity, while particularly focusing on the experiences of girls. We drive changes in practice and policy at the local, national and global levels using our reach, expertise and knowledge. 

With more than 85 years of experience, we work to transform lives in over 80 countries. 

We won’t stop until we are all equal.

Plan International USA is seeking an enthusiastic and motivated, customer-oriented professional to join our team. As a donor loyalty representative, you will work closely with Plan's donors and sponsors closely, answering questions, soliciting feedback, and providing accurate and adequate information about the program and about how their contribution is used. Written and verbal communication skills are a must to build long-lasting relationships and maximize potential giving.  

This is a great opportunity to gain experience in a non-profit international development organization with opportunity for growth. 

Essential Functions:

Manages customers’ accounts (sponsors, contributors, donors): 

• Enrolls sponsors, contributors, and donors
• Processes, maintains, and updates customers’ accounts
• Informs customers of any changes or future changes to their account affecting their relationship (e.g., child cancellation, project completion, etc.) and facilitates the change process
• Responds to and resolves customers’ inquiries or issues via telephone, email, Live Chat or written correspondence in a timely and efficient manner
• Ensures positive closure of customers’ experience if they discontinue
• Builds strong donor relationships by consistently providing accurate and adequate information to supporters to help them explore other avenues of giving
• Stewards the customers toward extending their involvement through renewals, multiple sponsorships/gifts, upgrades and/or major gifts

Skills and Competencies:

• Ability to work well with others and develop positive relationships
• Ability to focus on customer care and to exhibit excellent customer service skills
  
• Ability to keep one’s emotions under control when faced with opposition, pressure, and/or stressful situations
  
• Ability to effectively handle multiple tasks, paying attention to details
• Ability to offer alternative giving levels to donors when appropriate
• Strong written and verbal communication skills and ability to represent the organization in a variety of situations
• Ability to employ active listening techniques and patience, to ensure complete understanding
• Ability to be flexible and to easily shift gears
• PC skills, with knowledge of Windows; MS-Word, Excel, PowerPoint and Outlook
• Ability to make decisions independently
• Working knowledge of Spanish or French is useful
• Keeps up to date with global issues (e.g. natural disasters, political issues, etc.) by reading the Plan International Website and any updates, to be able to provide accurate information to customers

Education and Experience:

Associates degree, Bachelor’s degree preferred: Marketing, Education, International Studies or Liberal Arts 
 1-2 years’ experience in a customer service role preferred

Other Information/Duties:

Physical and Mental Demands 
 Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job 

Work Environment 
 Remote office environment. However, in-office working is required 4-6 times a month.  

Compensation 

Offers are based on experience, job requirements, internal equity, and market comparisons. 

Plan offers a competitive total compensation package that includes PTO, Paid Sick Time, Paid Holidays, 401K, and more. 

This job description does not contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time.

Plan is an equal opportunity employer and follows all laws associated with the EEOC.

Customer Care, Non-profit, non profit, nonprofit, customer service, sales, Customer service, international development 

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