Operation Smile has provided hundreds of thousands of safe surgeries for those born with cleft lip, cleft palate or other facial deformities. With more than three decades of expertise, Operation Smile creates solutions that deliver free surgery to people where it's needed most. As one of the largest medical volunteer-based nonprofits, Operation Smile has mobilized thousands of medical volunteers from a wide range of medical specialties from more than 80 countries.
Operation Smile engages public-private partnerships to advance health care delivery, train local medical professionals to provide surgical care for patients in their communities, donate crucial medical equipment and supplies, and increase access to surgical care so that everyone living with cleft is treated. Interested candidates should apply online at https://www.operationsmile.org/content/careers . General Description: The Donor Experience Specialist provides concierge level service and cultivation for our mid-level donors, volunteers and Tier 2 support and escalations for our entire constituent base.
Donor Experience Specialists engage constituents as a supplement to our US Direct Response program as well as our US Philanthropy efforts. They ensure these constituents receive exceptional service, recognition and acknowledgement necessary to sustain a positive and lengthy relationship with Operation Smile. In addition the Donor Experience Specialist will be available and willing to accept additional projects and responsibilities as necessary.
Donor Experience Specialist will be measured on both quantity and quality of work, as well as the ability to retain donors. Essential Functions: Exceptional Service Answer incoming donor calls transferred from the HQ main phone number Assist Tier 1 Donor Relations with questions, research and escalations Follow-up on requests and changes to donor records as received by mail, keying and caging vendor, HQ Finance team, Tier 1 support and via the internet Answer all information requests by letter and email sent in by prospective donors to HQ Educate donors on the work and programs of Operation Smile Support for the Database team with constituent entry and resolving duplicate records as needed Professionally reconcile donor challenges and concerns in a timely fashion Process undeliverable/returned mail to ensure donors' acknowledgements and welcome kits are received, and our database contains clean and accurate data. Review and recommend updates to form letters and acknowledgements with appropriate fiscal year information.
Respond to information requests from donors utilizing telephone, letter and email or partner comment files Provide support to internal departments for fulfillment and donor outreach as needed Collaborate with Prospect Researcher for appropriate and effective moves management Identify donors for internet recognition and interview them Accurately document calls and correspondence using centralized database to ensure continuous donor contact and comprehensive assessment of donor needs and interests Provide tours of HQ as requested for visitors Track daily activities for weekly & monthly reporting purposes Other projects and responsibilities as necessary Donor Recognition Place live 'thank you' calls for donations between $720 to $9999 Send thank you/appreciation notes when phone calls are not possible Recognize donors for various milestones and acknowledge personal information shared through website donations, reply devices and letters/notes received at HQ Assist with mailings and fulfillment as it pertains to Donor recognition Reach out to families who have asked for donations to be made in lieu of flowers when a loved one dies and thank them for memorializing their family member with donations to Operation Smile Experience Required (education/work): Bachelor's Degree in Communication, or equivalent Degree preferred, or posses equivalent work history in lieu of advance education At least three year professional customer service or sales experience with proven track record of maintaining positive customer relationships Characteristics/Skills Required: Dedicated to meeting the needs of our donors for high level of affirmation/information Genuine love of building relationships with people utilizing excellent interpersonal communication and listening skills Skilled at writing clearly and succinctly in a variety of communication settings and styles Satisfaction in completing and documenting donor information Self-directed & highly motivated, capable of working independently and with team members, with minimum supervision during work day Detail oriented and well organized, able to prioritize multiple tasks Ability to remain calm and composed in order to handle pressured or difficult situations. Possess high level of integrity and trustworthiness; able to handle information in an appropriate, confidential and helpful manner Functional/Technical Skills: MS Office- Excel, Word and Outlook, Raiser's Edge knowledge a plus