WWP

Donor Experience Specialist - Jacksonville, FL

Job Locations US-FL-Jacksonville
Position
P11390
Category
Shared Services
Type
Full-Time/Regular

Job Summary

The Wounded Warrior Project (WWP) Donor Experience Specialist contributes to the overall success of WWP and the Warrior Support team by monitoring databases and service levels, providing a consultative approach, and regularly reporting on all areas of Warrior Support and training teammates on database functionalities and enhancements. 

Essential Duties & Responsibilities

  • Responding to donors via phone, email, chat, mail and face-to-face interactions.
  • Assist Warrior Support teams to identify, develop, and improve processes to enhance the donor experience and lead to greater donor loyalty and support by analyzing data and making recommendations.
  • Provide insight and on-site event support for fundraising events and galas.
  • Perform, maintain and enhance quality assurance programs to ensure donor service levels are met, e.g., internal calibrations, phone calibrations, and forms forwarding.
  • Provide necessary reporting (daily, weekly & monthly) for Warrior Support teams while streamlining databases to ensure consistent data.
  • Create and validate reports based on donor data and ad hoc requests.
  • Motivate and facilitate donors to maximize fundraising through gratitude service projects via tier driven process map.
  • Develop and maintain a working understanding of the Warrior Support team’s responsibilities and Wounded Warrior Project’s mission and purpose.
  • Recommend new projects and submit data tickets for project development.
  • Participate in weekly team meetings.
  • Other related duties as assigned.

Knowledge, Skills & Abilities

  • Demonstrated ability to respond to changing priorities and deadlines in a fast-paced, demanding working environment.
  • Demonstrated ability to work in a collaborative, team environment with ability to communicate with diverse personalities in a tactful, mature, and flexible manner.
  • Demonstrated working knowledge of customer relationship management (CRM) software.
  • Effective organizational and time management skills. Demonstrated ability to effectively manage multiple tasks, assignments, and priorities within deadlines.
  • High energy level, self-starter, and willing to take initiative.
  • Demonstrated customer service skills and ability to build rapport via phone and email.
  • Excellent verbal and written communication skills, communicating effectively with all levels of the organization.
  • Unequivocal commitment to the highest standards of personal and business ethics and conduct.
  • Mission-driven, guided by core values, and a pleasure to work with.

Education & Experience Requirements

  • Bachelor’s degree. Equivalent combination of education or experience may be considered in lieu of degree.
  • Three years of customer service experience.
  • Three years of experience using donor or customer database software.
  • Three years of experience using Microsoft Office, e.g., Word, Outlook, Excel.
  • Must be able to travel up to 10% of the time.

Preferences

  • Three years of experience in a nonprofit organization.

Certifications & Licensure

  • Certified Nonprofit Professional (CNP) preferred.

 

 

 

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