Associate III – ECC Enterprise Support

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St. Jude Children's Research Hospital - ALSAC

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

🤲 Charity

🤝 Non-profit

Healthcare • Charity • Non-profit

St. Jude Children's Research Hospital - ALSAC is a not-for-profit pediatric research hospital and its fundraising arm (ALSAC) focused on understanding, treating, and defeating childhood cancer and other life-threatening pediatric diseases. St. Jude provides clinical care (with a stated policy that families never receive a bill), conducts basic and clinical research, runs clinical trials and global research initiatives, trains clinicians and researchers, and operates extensive fundraising, donor services, events, and awareness programs to support its mission. The organization is a 501(c)(3) charity with public donation, volunteering, and fundraising activities.

📋 Description

• Build and develop relationships with volunteer coordinators and donors through phone, email, chat, text, and social media • Provide support to donors, prospects, volunteers, businesses, and organizations for St. Jude fundraising efforts • Resolve donor questions, complaints, and account-service issues while maintaining donor and volunteer relationships • Negotiate and re-establish donor commitments and support completion of scheduled fundraising events • Educate and train donors and volunteers on donation options, fundraising campaigns, and events • Assist with marketing research, special programs, and test programs; collect and document donor and volunteer feedback • Monitor feedback trends affecting fundraising events and programs and report trends to leadership • Maintain accurate records and documentation in internal and external call-center software systems • Research database, internet, and intranet information; process special requests and manage assigned email inboxes • Troubleshoot and navigate online and offline fundraising channels • Monitor ALSAC source codes and maintain donor files, including confidential information • Handle donor account-service calls while meeting department call-abandonment and error-rate standards • Assist with training initiatives and handle escalated calls • Participate in Enterprise Contact Center operations, including possible additional shifts during nights, weekends, holidays, and peak periods

🎯 Requirements

• Strong customer focus and interpersonal skills • Ability to speak and write clearly and understandably through phone, email, chat, text, and social media • Proficiency compiling emails, chats, and texts and responding to written inquiries • Ability to understand difficult verbal or written instructions and accurately input information into various software programs • Ability to work with multiple groups and synthesize information into effective verbal communication and reports • Ability to interact effectively with all levels of management • Excellent communication and negotiation skills for building relationships • Ability to handle multiple projects and tasks simultaneously • Ability to use discretion and work with confidential information • Proficiency in computer skills and call-center data entry • Knowledge of Microsoft Office Outlook, Word, and Excel • Knowledge of internet-based applications and mainstream social media products such as Twitter, Facebook, and Skype • Knowledge of mobile devices and mobile applications • Ability to use call-center telephony systems • High school diploma or equivalent • At least 2 years of sales, customer service, and/or call-center experience • Bilingual English/Spanish preferred

🏖️ Benefits

• Core Medical Coverage: low cost low deductible Medical, Dental, and Vison Insurance plans • 401K Retirement Plan with 7% Employer Contribution • Exceptional Paid Time Off • Maternity / Paternity Leave • Infertility Treatment Program • Adoption Assistance • Education Assistance • Enterprise Learning and Development