Donor Care Representative

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American Red Cross

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

📦 Logistics

🤲 Charity

Healthcare • Logistics • Charity

American Red Cross is a humanitarian organization dedicated to providing relief to those in need, offering services such as disaster relief, blood donation, training in first aid and CPR, and support for military families. Their mission encompasses emergency preparedness, education, and providing assistance to individuals affected by various crises, ensuring a safe and resilient community.

📋 Description

• Provide service over the telephone and in-person following established procedures and guidelines • Support financial donors through inbound phone calls and online requests • Use computer-based systems to provide information, track history, and troubleshoot issues • Deliver high-quality donor service in a call-center environment • Follow Donor Care Standard Operating Procedures to resolve donor concerns • Create, manage, and complete donor cases within defined Service Level Agreements while ensuring accurate documentation • Research and resolve financial donor requests using internal systems • Apply listening, problem-solving, and communication skills while following Quality Assurance guidelines • Coordinate with internal Red Cross departments on escalated donor situations • Provide warm or direct transfers according to established protocols • Participate in team meetings, training, coaching, and continuous improvement discussions • Protect donor confidentiality and comply with data-handling guidelines • Provide support, development, and/or leadership guidance to volunteers • Perform other related duties as assigned

🎯 Requirements

• High School or equivalent required • Minimum 7 years of related experience or equivalent combination of education and related experience required • Ability to plan, prioritize, and organize work to meet customer expectations • Excellent organizational skills and attention to detail • Strong interpersonal skills and ability to maintain collaborative work relationships • Ability to work on a team • Bilingual in Spanish highly preferred • Experience in a call-center, donor relations, non-profit support, or fundraising environment preferred • Strong customer-service orientation and donor-centered communication • Excellent verbal and written communication skills • Strong active listening, empathy, and problem-solving skills • Ability to manage multiple tasks while maintaining high accuracy • Comfortable navigating multiple software systems concurrently during live calls • Advanced computer skills, including Microsoft Office • Salesforce or fundraising database experience preferred • Ability to work independently and collaboratively in a high-volume environment • Reliable internet access and a dedicated, professional remote workspace • Must be able to work Eastern Standard Time from 8:30 am to 5:30 pm EST

🏖️ Benefits

• Medical, Dental, and Vision plans • Health Spending Accounts and Flexible Spending Accounts • PTO starting at 15 days a year, based on FLSA status and tenure • 11 paid holidays, including six core holidays and five floating holidays • 401(k) with 6% match • Paid Family Leave • Employee Assistance • Short- and Long-Term Disability and Insurance • Service Awards and recognition • Mentors and career development support • Occasional travel to participate in meetings and conferences