Donor Engagement Representative - Military veterans preferred

Plan works for girls’ rights. Harmful barriers like child marriage, human trafficking and gender-based violence are preventing girls and young women from achieving their full potential. Plan, along with government and private partners, fights against harmful gender norms and empowers young people to create positive change in their communities. We have worked in communities for more than 80 years and provide locally-driven programming through 240 offices around the world.

Plan International USA is fully committed to the safeguarding of all children and young people from all forms of violence.

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

Responsibilities:

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

• Makes 65 to 80 calls to donors daily
• 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

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 call center sales experience is mandatory
• PC skills, with knowledge of Windows; MS-Word, Outlook, Excel and CRM or Similar Customer Service Database

Other Duties

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

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