11-001 - Donor Care Coordinator - SC/ DHQ - Development

Mission Statement

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Position Summary

This position processes a variety of donor account transactions professionally, quickly, accurately, and confidentially. Provides an exceptional experience to donors by building relationships and offering appropriate giving and upgrade opportunities. The Donor Care Coordinator helps to maintain the integrity of the database, assists with donor care issues and helps the Development Department as needed. Works under the direction of the Divisional Marketing Manager. This is a 100% on-site position, working at the Carson, CA office.

Essential Functions

• Respond to donor inquiries, via phone and email, in a courteous and timely manner.
• Call and/or email designated donors for multiple purposes including:
  • Respond to donor inquiries.
  • Process donation gifts.
  • Upgrade donors and increase retention rates.
  • Reply or forward non development correspondence to appropriate departments.
• Process credit card donations.
• Update Chapters Charts and SoCal Services Centers Charts
• Review “Live Proofs” and other campaign material to ensure data integrity and provide excellent donor support.
• Help maintain database integrity.
  • Consistently review and update CRM (Portfolio) records
  • Change of donor address/phone/email
  • Change record status as needed.
  • Work with database supervisor as needed.
• Maintain all Development PO Boxes including submitting postage checks and box renewal payments.
• Coordinate donor care, donor stewardship, and donor thank you programs to support ongoing donor engagement.
• Create monthly Donor Care activity reports.
• Provide support to Development Department as needed.

Working Conditions

Must be able to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or sometimes continuous basis. Must be able to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead. Must be able to lift to 25 lbs.

Minimum Qualifications

• High School Diploma or GE, College degree highly preferred
• Minimum of two years professional experience
• in customer service, or related field
• Working knowledge of CRM or database
• management systems
• Experience working with Microsoft Products:
• Outlook, Word, Excel, Teams, OneDrive, etc.
• Strong telephone etiquette
• Bilingual (preferred)

Skills, Knowledge & Abilities

• Proven ability to develop strong relationships with donors/clients.
• Excellent communication skills
• Excellent organizational skills
• Excellent computer skills
• Ability to work in a fast-paced environment.
• Ability to work effectively in a team.
• Ability to follow guidelines.
• Ability to work independently & under pressure.
• Ability to manage multiple projects.

Experience

• Experience Working With Microsoft Products Outlook, Word, Teams, OneNote.
• Working Knowledge Of CRM Or Database Management Systems.
• 2 year(s): Minimum Professional Experience In Customer Service, Or Related Field.

Education

• High School or Equivalent or better

• Bachelors or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)