Donor Services Representative
Full-time / Non-exempt / Portland, Oregon / United States
Unrestricted U.S. work authorization is required
Starting salary, based on experience, is $37-40K
Candidates with conversational Spanish proficiency will be given preference.
TO APPLY: Please upload an insightful cover letter along with your resume. Applications without cover letters will not be considered.
About Mercy Corps
Mercy Corps is a leading global organization powered by the belief that a better world is possible. In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within. Now, and for the future.
Program / Department Summary
The mission of the Resource Development (RD) department is to advance the organization’s strategic goals and support our worldwide team by raising flexible funds, profile and influence. The RD team encompasses several dozen dynamic professionals who possess a wide range of skills. We are gift officers, direct response fundraisers, web developers, marketers and media relations strategists. We are database managers, digital specialists, creative designers, storytellers and teachers. Most of all, we are passionate about Mercy Corps’ mission and believe a better world is possible.
General Position Summary
The Donor Services team welcomes our donors and the public to Mercy Corps, primarily through phone and email contact. The Donor Services Representative provides excellent customer service to Mercy Corps donors, promoting donor loyalty and generating fundraising revenue by responding to donor phone calls and emails. This position is responsible for fulfilling special donor requests and processing donor pledge information over the phone, through email, mail, and in person.
Essential Job Responsibilities
In cooperation with the Donor Services Manager and Development Operations staff:
- Successfully represent Mercy Corps by clear, accurate and gracious communication with donors, vendors and the public over the phone, in writing and in person.
- Create and maintain a positive and productive donor and customer experience including during complaints or difficult interactions.
- Prompt 8:00am start time.
- Provide coverage for donor services phones; back-up for other staff when not the primary phone coverage.
- Call monthly donors whose gift is lapsing to renew their commitment.
- Respond to donor inquiries, requests and complaints within established time deadlines. Report promptly to Donor Services Manager when volume exceeds capacity to respond in a timely manner.
- Receive and process Monthly PIM credit card data and one-time credit card gifts in a PCI compliant manner.
- Maintain acquisition phone line and remove addresses in a timely manner.
- Monitor and respond to the various Mercy Corps email accounts for both donors and the general public.
- Prepare and mail special donor correspondence, including premiums and other special projects within established time deadlines. Report promptly to Donor Services Manager when unable to meet deadlines.
- Cross train with and back up Development Operations team as needed.
- Contribute to team effort by accomplishing other duties as assigned.
Knowledge and Experience
- A college degree or equivalent work experience
- At least 1 year experience in customer service, hospitality, or inbound/outbound call centers, with experience responding to customer complaints
- Demonstrated verbal communication skills especially by phone
- Demonstrated written communication skills including flawless grammar and spelling
- Highly detail-oriented and organized
- Ability to successfully manage multiple tasks, phone calls, data entry and email communication
- Must work well independently, as well as cooperatively as part of a team
- Must have good self-care tactics to manage the challenges associated with complaints and multiple pressing tasks
- Raiser’s Edge database or similar donor database experience is beneficial
- Previous non-profit experience is a plus
- Conversational Spanish fluency is a highly desirable bonus
A successful candidate will be a strong, compassionate communicator with proven ability to respond to many urgent requests from donors and the public in a calm, personal and timely manner. They will have a demonstrated ability to communicate effectively with people from many walks of life, maintaining a positive and productive relationship. An even temperament, kindness under pressure, and a good sense of humor will be important assets in this position. A proven ability to learn quickly, take initiative and be accountable for results is important. The Donor Services Representative will work well independently as well as cooperatively as part of a team completing projects. They will be curious about Mercy Corps’ work and its mission and have an awareness of and sensitivity to multicultural international development work.
Living Conditions / Environmental Conditions
Position is based in Portland, Oregon at Mercy Corps Headquarters.
Mercy Corps team members represent the agency both during and outside work hours when deployed in a field posting or on a visit/TDY to a field posting. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC's policies, procedures, and values at all times and in all in-country venues.
Robust Team Member Benefits
- Zero-premium health, dental and vision coverage for team member, spouse and dependents
- 90% subsidized annual TriMet pass
- 403(b) retirement savings account with a 6% employer contribution at 1 year
(Eligibility requirements may apply)
In support of our belief that learning organizations are more effective, efficient and relevant to the communities they serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development
Diversity, Equity & Inclusion
Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.
We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.
Equal Employment Opportunity
We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.
Safeguarding & Ethics
Mercy Corps team members are expected to support all efforts toward accountability, specifically to our stakeholders and to international standards guiding international relief and development work, while actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC's policies, procedures, and values at all times and in all in-country venues.