Donor Engagement Representative

Position Description:

Plan International is an independent development and humanitarian nonprofit that advances children’s rights and equality for girls. We believe in the power and potential of every child, but know this is often suppressed by poverty, violence, exclusion and discrimination. And it is girls who are most affected. 

Working together with children, young people, supporters and partners, we strive for a just world, tackling the root causes of challenges children face. We’re there from birth until adulthood, and we support children to prepare for and respond to crises and adversity, while particularly focusing on the experiences of girls. We drive changes in practice and policy at the local, national and global levels using our reach, expertise and knowledge. 

With more than 85 years of experience, we work to transform lives in over 80 countries. 

We won’t stop until we are all equal.

Essential Functions:

This position is responsible for providing all Plan International USA donors and prospective sponsors and donors, with quality customer service, resulting in their satisfaction, retention and full engagement in Plan’s mission and programs. Reporting to the Outbound Donor Engagement Manager, the incumbent will be part of the Outbound team calling Plan’s existing and prospective donor base.  (i.e. welcome calls to welcome new sponsors and donors, arrears calls to recover lost revenue, various campaigns etc.) The Outbound Donor Engagement Representative should be knowledgeable, solution oriented and professional. 

The hours for this role are as follows: (hours are listed in Eastern Standard Time)

Monday: 1:30pm - 10:00pm

Tuesday: 12:30pm - 9:00pm

Wednesday: 12:30pm - 9:00pm

Thursday: 12:30pm - 9:00pm

Friday: 9:30am - 6:00pm

• Enrolls sponsors, contributors, and donors
• Processes, maintains, and updates customers’ accounts
• Informs customers of any changes or future changes to their account affecting their relationship (e.g., child cancellation, project completion, etc.) and facilitates the change process
• Responds to and resolves customers’ inquiries or issues via telephone, email, Live Chat or written correspondence in a timely and efficient manner
• Ensures positive closure of customers’ experience if they discontinue
• Builds strong donor relationships by consistently providing accurate and adequate information to supporters to help them explore other avenues of giving
• Stewards the customers toward extending their involvement through renewals, multiple sponsorships/gifts, upgrades and/or major gifts

Responsibilities:

Manages customers’ accounts (sponsors, contributors, donors):

• Makes 65-80 calls to donors a day on average
• Builds donor loyalty by providing recommendations and alternatives, up-selling of products and services to improve revenue
• Provides exceptional service in all interactions with our donors through all forms of communication
• Possess superior time management skills to ensure optimum performance, deadlines are met
• Contributes to the success of the outbound campaign through process improvements and donation processing
• Educates donors about donation options, Plan International USA’s initiatives and willingness to be supportive and take part in retention campaigns
• Encourages donors to become sponsors or make a one-time gifts toward various campaigns
• Assesses the prospective clients’ interest and motivation and help them decide the type and level of engagement they can have with Plan
• Enrolls sponsors, contributors, and donors
• Processes, maintains, and updates customers’ accounts
• Ensures positive closure of customers’ experience if they discontinue
• Willing to be flexible and assist wider Donor Services team by taking incoming donor calls and reply to donor requests via email and live chat, when needed
• Download PDF files of digital child letters from program offices, read over for any safeguarding concerns, email to donors and log into Salesforce system as necessary

Builds, manages and retains customer relationships:

• Contacts donors to welcome them to the program, inform them of changes or to find out issues or concerns they may have that are resulting in arrears or dissatisfaction (i.e. bonding call, arrears call, etc.)
• Provides accurate and adequate information to the customers to help them explore other avenues to help children
• Stewards the customers toward extending their involvement through renewals, multiple sponsorships/gifts, upgrades and/or major gifts
• Strong verbal communication skills and ability to represent the organization
• Ability to employ active listening techniques, to ensure complete understanding
• Demonstrated interest in international development issues and current affairs
• Ability to meet and exceed daily/weekly/monthly sales targets
• Strong negotiation and promotional skills
• Possesses initiative and follow-through
• Dedication and commitment to providing outstanding service
• Flexible and adaptable in handling varying schedules, new situations and change
• Analytical, research and solution driven

Education and Experience:

• High School diploma; Post-secondary education preferred
• Previous calling and sales experience is mandatory
• PC skills, with knowledge of Windows; MS-Word, Outlook, Excel and CRM or Similar Customer Service Database

Other Information/Duties:

Physical and Mental Demands 
 Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job 

Work Environment 
 Remote office environment. However, in-office working is required 4-6 times a month.  

Compensation 

Plan International USA offers a comprehensive total compensation package inclusive of health benefits, paid time off (PTO), sick leave, and retirement plan contributions. We take several factors into account when determining salary offers, including candidate qualifications and experience, and internal equity. 

This job description does not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time. 

We hire in the following states: Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Maryland, Massachusetts, Minnesota, North Carolina, Ohio, Pennsylvania, Rhode Island, Tennessee, Texas, Vermont, Virginia, and the District of Columbia.  

Plan is an equal opportunity employer and follows all laws associated with the EEOC.

Customer Care, Non-profit, non profit, nonprofit, customer service, sales, Customer service, international development 

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