Annual Giving Coordinator

The Annual Giving Coordinator will ensure an exceptional supporter experience by providing top-notch customer service while managing the Partners In Health Information email account and donor support phone line.  They will prioritize accurate, timely responses for all incoming supporter and public inquiries and requests, collaborating within and across teams to resolve or triage as needed. They will collaborate with or alert appropriate teams to troubleshoot technical issues within the database and will also provide insight to the mass market communications team based on trends in supporter feedback.

A successful Coordinator will enjoy speaking and interacting with supporters, serving as the first point of contact at PIH. In this external-facing role, the Representative will regularly interface with a wide variety of PIH constituents and will need to be enthusiastic about building relationships through these interactions.

The Coordinator is required to work from the Boston office at least three days per week, providing support to the Annual Giving team with in-office tasks.  The Annual Giving team (Community Giving and Leadership Giving) is responsible for growing unrestricted revenue at the $1 – $24,999 level, stewarding donors at this level, and increasing PIH’s donor base.

Responsibilities:

• Responds tactfully, accurately, and in a timely manner to all incoming supporter and public inquiries and requests received through the donor support phone line and Zendesk (PIH e-mail info account). Triage questions and requests outside of Annual Giving to the appropriate team/staff member .
• Provides live support via the donor support phone line when possible.
• Troubleshoots donor issues and complaints with diplomacy and a solutions-focused mindset.
• Records appropriate notes, coding, or follow up in Salesforce database. Continually identifies and executes ways to improve efficiency and quality of donor support systems and processes.
• Updates recurring donor accounts as requested; sends printed or electronic acknowledgements as requested; fulfills tribute and special requests for Annual Giving donors .
• Supports donor stewardship projects like thank you note writing and end of year outbound calling .
• Provides general administrative support to the Annual Giving team as needed .
• Maintains template responses within Zendesk with approved organization language for ongoing and new inquiry types. Collaborates with MarComms team to ensure consistency across external messaging.
• Maintains and updates internal PIH directory for supporter services inquiry routing .

Qualifications:

• Bachelor’s degree or equivalent experience preferred, with one to two years of customer service and/or nonprofit experience; or equivalent experience.
• Solid computer and database skills (preferably Salesforce) including the functional use of Microsoft Office.
• Demonstrated written and verbal communication skills. 
• Able to work efficiently in a deadline driven environment; attentive to detail and able to handle multiple priorities.
• Ability to work from the Boston office at least three days per week.
• Dedication to the mission of Partners In Health, including professional and accurate representation of the organization.
• Exemplary interpersonal skills; ability to collaborate effectively with culturally diverse staff across departments and country.
• Interest in social justice strongly desirable.

Source: https://jobs.jobvite.com/pih/job/oPiovfwK?nl=1&fr=false