[Hiring] Associate III - Sales & Support @ALSAC

Role Description

The Donor Engagement Specialist serves as a key ambassador for St. Jude Children's Research Hospital, delivering exceptional donor experiences while supporting fundraising initiatives that advance the mission of finding cures and saving children. This role is responsible for building and maintaining relationships with donors, volunteers, event participants, and community partners through multiple communication channels, including phone, email, chat, text, and social media. The position combines customer service excellence, relationship management, problem-solving, and fundraising support to strengthen donor engagement and drive revenue growth.

Essential Job Functions

• Donor & Volunteer Engagement
  • Develop and maintain knowledge of ALSAC fundraising programs, campaigns, events, and brand awareness initiatives to effectively support donors, volunteers, event coordinators, and fundraising participants across Mass Marketing, Experiential, and Relational fundraising efforts.
  • Provide exceptional service through multiple communication channels, including inbound and outbound phone calls, email, chat, text, and social media. Efficiently resolve donor inquiries, requests, concerns, and complex issues while delivering a positive donor experience.
  • Utilize active listening, problem-solving, and relationship-building skills to cultivate meaningful donor and volunteer relationships, address concerns, and identify opportunities to enhance engagement and retention.
• Fundraising & Revenue Generation
  • Apply fundraising, sales, customer service, and account management techniques to recruit, retain, and cultivate participants across campaigns, including Legacy Youth and DIY initiatives, peer-to-peer fundraising efforts, multicultural programs, lead generation campaigns, and additional experiential fundraising initiatives.
  • Identify opportunities to increase participation and revenue through strategic fundraising conversations, goal setting, participant coaching, and upselling opportunities when appropriate.
  • Engage prospective donors and fundraising participants through referrals, marketing-generated leads, and outreach efforts to expand fundraising participation and support organizational growth.
• Donor Experience & Relationship Management
  • Gather, document, and analyze donor and volunteer feedback to identify trends, improve the donor experience, and provide insights that support campaign enhancements and business initiatives.
  • Serve as a trusted resource for donors, volunteers, and event coordinators by researching and resolving inquiries, processing special requests, and navigating both online and offline fundraising platforms.
  • Exercise sound judgment when handling third-party fundraising issues, escalating concerns as appropriate to ensure timely and effective resolution.
• Data Integrity & Operational Support
  • Maintain accurate donor, volunteer, and event records across multiple systems while ensuring data integrity and compliance with organizational policies, procedures, and PCI standards.
  • Document interactions, troubleshoot issues, and report trends, concerns, and system-related challenges to leadership. Monitor and communicate potential source code or reporting issues that could impact fundraising revenue tracking.
  • Utilize internal and external systems, call center platforms, databases, reporting tools, and Microsoft Office applications to manage donor interactions, process requests, track activities, and support business operations.
  • Capture and route tour requests, process incentive orders, manage assigned shared inboxes, and complete special projects and operational tasks as assigned.
  • Support Enterprise Contact Center and Shared Services operations by assisting with overflow activities, cross-functional initiatives, and peak-volume periods.
• Team & Organizational Support
  • Participate in Enterprise Contact Center operations, which may require flexibility to work evenings, weekends, holidays, and additional hours during peak fundraising periods to support organizational needs.

Qualifications

• Strong customer service orientation with a passion for delivering exceptional donor experiences.
• Excellent interpersonal, verbal, and written communication skills across multiple channels, including phone, email, chat, text, and social media.
• Proven ability to build and maintain relationships with donors, volunteers, participants, and internal stakeholders.
• Strong problem-solving, conflict resolution, and negotiation skills.
• Ability to manage multiple priorities and adapt in a fast-paced, metrics-driven environment.
• Demonstrated attention to detail and ability to maintain accurate records and data integrity.
• Ability to manage sensitive and confidential information with discretion and professionalism.
• Strong research and analytical skills with the ability to investigate transactions, discrepancies, and donor concerns.
• Proficiency with Microsoft Outlook, Word, Excel, internet-based applications, CRM systems, and contact center technologies.
• Ability to learn and effectively navigate multiple software platforms and fundraising systems.
• Ability to communicate effectively with individuals at all organizational levels.
• High School Diploma or GED required.
• Minimum of two (2) years of experience in customer service, contact center operations, fundraising, sales, account management, donor relations, or a related field.
• Experience working in a nonprofit, fundraising, customer engagement, or call center environment preferred.
• Bilingual proficiency in English and Spanish (written and verbal) preferred.
• Experience supporting fundraising campaigns, donor stewardship, volunteer engagement, or peer-to-peer fundraising initiatives preferred.
• Knowledge of CRM systems and donor management platforms preferred.

Benefits

• Core Medical Coverage: (low cost low deductible Medical, Dental, and Vision Insurance plans)
• 401K Retirement Plan with 7% Employer Contribution
• Exceptional Paid Time Off
• Maternity / Paternity Leave
• Infertility Treatment Program
• Adoption Assistance
• Education Assistance
• Enterprise Learning and Development
• And more