Donor Care Representative

Donor Care Representative

Department: Development
Reports to: Donor Care Supervisor

About the Role

We're seeking a compassionate and skilled Donor Care Representative to join our Development team. In this role, you'll be the primary point of contact for our donors, ensuring they feel valued and supported through every interaction. You'll handle both phone and email communications, working closely with internal teams to resolve inquiries and strengthen donor relationships.

What You'll Do

Core Responsibilities

Donor Communications

Serve as the first point of contact for donors via phone and email, providing warm, professional support

Listen actively to understand donor needs and respond with accurate, helpful information

Navigate sensitive conversations with empathy and professionalism

Transform donor inquiries into actionable cases in Salesforce for proper tracking and resolution

Partner with internal teams to ensure timely and satisfactory outcomes for all donor concerns

System Management

Maintain comprehensive donor records in Salesforce CRM

Document all interactions thoroughly to support organizational knowledge

Leverage Salesforce reporting to identify service improvement opportunities

Contribute to ongoing optimization of our donor care systems and processes

Continuous Improvement

Monitor patterns in donor feedback to inform organizational improvements

Collaborate with the team to enhance donor care practices

Support additional donor care initiatives as needs arise

What We're Looking For

Required Qualifications

Associate's degree or equivalent customer service experience

1-2 years in customer service, ideally in nonprofit or donor relations

Outstanding verbal and written communication abilities

Proficiency with Microsoft Office and CRM systems (Salesforce preferred)

Strong multitasking capabilities with attention to detail

Creative problem-solving skills and collaborative mindset

The Ideal Candidate Will Bring

Deep alignment with our organizational mission and values

Natural empathy and patience in donor interactions

Resilience and grace under pressure

Exceptional organizational skills

Enthusiasm for learning new technologies and processes

Adaptability in a dynamic work environment

Why This Role Matters

As a Donor Care Representative, you'll play a crucial role in donor retention and satisfaction. Your work directly impacts our ability to fulfill our mission by ensuring every donor feels heard, valued, and connected to the impact of their generosity. This position offers the opportunity to make a meaningful difference while developing valuable skills in nonprofit development and relationship management.