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Donor Loyalty Representative

Plan International USA is seeking an enthusiastic and motivated, customer-oriented professional to join our team. As a donor loyalty representative you will work with Plan's donors and sponsors closely, answering questions, soliciting feedback, and providing accurate and adequate information about the program and about how their contribution is used. 

This is a great opportunity to gain experience in an non-profit international development organization with opportunity for growth. Written and verbal communication skills are a must to succeed in this role. 

Main Responsibilities of the Job

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

Skills, Knowledge, Abilities
Ability to work well with others and develop positive relationships
Ability to focus on customer care and to exhibit excellent customer service skills
Ability to keep one’s emotions under control when faced with opposition, pressure, and/or stressful situations
Ability to effectively handle multiple tasks, paying attention to details
Ability to offer alternative giving levels to donors when approproiate
Strong written and verbal communication skills and ability to represent the organization in a variety of situations
Ability to employ active listening techniques and patience, to ensure complete understanding
Ability to be flexible and to easily shift gears
PC skills, with knowledge of Windows; MS-Word, Excel, PowerPoint and Outlook
Ability to make decisions independently
Working knowledge of Spanish or French is useful
Keeps up to date with global issues (e.g. natural disasters, political issues, etc.) by reading the Plan International Website and any updates, to be able to provide accurate information to customers

Education and Experience
Associates degree, Bachelor’s degree preferred: Marketing, Education, International Studies or Liberal Arts
1-2 years’ experience in a customer service role preferred

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, to account for the all staff office days.

About Plan
Plan International USA (Plan) is part of a global organization that advances children’s rights and equality for girls. We strive for a just world, working together with children, young people, our supporters, and partners to:
• Empower children, young people, and communities to make vital changes that tackle the root causes of discrimination against girls, exclusion and vulnerability.
• Drive change in practice and policy at local, national, and global levels through our reach, experience, and knowledge of the realities children face.
• Work with children and communities to prepare for and respond to crises and to overcome adversity.
•Support the safe and successful progression of children from birth to adulthood.
•Plan International USA is fully committed to the safeguarding of all children and young people from all forms of violence.

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

Cusomer Care, Non-profit, non profit, nonprofit, customer service, sales, Customer service