Donor Services Manager
The Donor Services Manager is the first point-of-contact for incoming phone and email inquiries and is responsible for providing accurate information and resolving any issues in a timely manner. As the front line for all inquiries, the Manager liaises across departments at LI to request information or escalate issues. The role reports to the Senior Director of Donor Relations.
The Donor Services Manager will coordinate with Reception daily to ensure adequate phone coverage. The Manager is responsible for overseeing the Leadership Institute’s general email account which includes responding to and documenting inquiries. The Manager will be listed as the point-of-contact on special emails and paper mailings (i.e., an initial “Welcome” email for new donors and annual donation receipts).
The Manager will assist the Donor Services department with any special projects and requests, which includes calling donors during seasons of high call volume like Thanksgiving, Christmas, and New Year’s. The Manager will thoroughly document in Salesforce all calls, emails, and voicemails from donors, and reach out for assistance when inquiries cannot be independently resolved.
This role is ideal for a candidate looking to jumpstart his or her career as a fundraiser and is critical to LI’s Development team and donor base.
Compensation commensurate with experience.
·A friendly, positive attitude and professional demeanor in person, in writing, and over the phone.
·Attention to detail.
·Ability to correspond via email with a professional and friendly tone, using correct grammar and punctuation.
·Knowledge of Microsoft Word, Excel, and Outlook.
·Ability to use or learn computer software like Salesforce, Asana, and Slack.
·Ability to use a desk phone to answer and transfer phone calls.
·Willingness to assist colleagues with additional projects upon request.
Incoming Phone Inquiries
o Act as the first line of communication for incoming phone inquiries that Reception deems necessary to transfer to Donor Services.
§ Inquiries are generally from donors, prospective donors, or prospective Leadership Institute students.
§ Answer questions thoroughly and in a timely manner. Request assistance/information from Directors and other departments as needed.
o Thoroughly document all inquiries and actions in Salesforce profiles of existing donors.
o Process donations over phone, update donor account information, provide meaningful updates on LI programs upon request, and coordinate with other departments to gather information as needed.
o Provide occasional phone coverage for Reception as needed (generally only 1 – 2 hours per week, depending on staffing).
o Coordinate with Reception daily to confirm adequate phone coverage and provide any pertinent updates (i.e. donors are receiving annual donation receipts in the mail and may call with questions).
o Follow up on any voicemails within 24 hours (outside of weekends).
Incoming Leadership Institute Email & WebForms
o Respond to all incoming inquiries in a timely manner.
o Thoroughly document incoming emails from existing donors. This documentation includes the incoming email, an emailed response, and any actions taken.
o Confirm incoming emails from “major” donors are automatically forwarded to the appropriate Partnership Advisor.
o Coordinate with Donor Communications (the department that writes and sends emails) if issues are identified with emails (i.e., complaints that a link in the email is not working).
o Webforms: These are an alternate form of email. Donors can visit the Leadership Institute’s website and fill out a “Contact” form. These submissions are emailed to Reception who will forward if action is needed.
o Annual Receipts: At the beginning of each year, donors are sent their annual receipts for all donations made the prior year. Handle all incoming inquiries from donors and issue updated annual receipts as needed.
o Assist Operations: Occasionally, the Operations department (who handles incoming mail) needs assistance processing incoming donations on high-volume mail days. High volume mail days usually occur in the weeks leading up to Thanksgiving, Christmas, and New Year’s Eve.
o Assist Donor Services with special projects upon request, including inviting donors to special events, researching new donors, mailing materials to donors, and thanking new donors for their donations.
o Give building tours to donors as scheduled by Donor Services and occasionally upon request.