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USA for UNHCR · 1 day ago

Coordinator, Supporter Relations

NYC Metro Area

Full-time

Hybrid

Entry Level

$35.03/hr - $41.17/hr

2+ years exp

USA for UNHCR is seeking a compassionate, detail-oriented, and adaptable Coordinator, Supporter Relations to deliver best-in-class customer service to donors, partners, prospects, and community members across multiple communication channels. This role is central to ensuring supporters receive timely, accurate, and empathetic responses to inquiries related to gifts, accounts, and programs, while reinforcing trust in USA for UNHCR’s mission and impact.

CharityFunding PlatformNon Profit

Hiring Manager

Lina Loesse

Responsibilities

Answers inbound supporter requests through phone, email, web submissions, SMS and vendor escalations, taking prompt and appropriate action with each inquiry and providing accurate, clear information to address supporter questions or concerns

Assists supporters with making donations, updating gift/payment information, answering questions and addressing concerns in a highly professional, personalized and empathetic way

Exercises sound judgement and adherence to protocol to escalate cases (supporter requests) when appropriate

Maintains confidentiality and compliance in working with personally identifying information (supporter data) at all times

Performs general updates to constituent and gift records in the database

Prioritizes supporter retention by offering approved alternative options to recurring gift cancellation requests

Provides accurate and concise contact notes, that clearly summarize supporter’s request, actions taken and ultimate resolution for each inquiry

Recognizes and maximizes opportunities to deepen conversations with supporters by asking follow-up questions and engaging in conversation toward greater understanding of supporters’ anxieties, frustrations, inspirations and motivations

Follow business rules and policies for data collection and entry, maintaining strong data hygiene standards

Review personal and vendor-generated work and makes corrections as needed to maintain data accuracy

Regularly collect supporter preferences, feedback, customer satisfaction and sentiment/mood data on a regular basis using the Salesforce CRM platform

Synthesize these findings and share insights to support data informed decisions across the organization

Actively identify trends in supporter requests and sentiment data to mitigate issues and/or identify opportunities in real-time

Proactively identify opportunities for supporter testimonials and supporter follow-up regarding further engagement

Qualification

SalesforceCustomer serviceData analysisFundraising CRMMicrosoft OfficeActive listeningProblem-solvingCollaborationAttention to detailAdaptability

Required

High school diploma or equivalent

At least 2 years of customer service experience in non-profit or related setting, with strong emphasis on phone and email engagements: additional years of experience can substitute the educational requirement

Strong active listening skills and demonstrated ability to diffuse tense or difficult situations

Genuine desire to communicate with people and help solve problems/questions; enjoys communicating by phone and email

Demonstrates a high degree of customer service to internal and external stakeholders

Ability to quickly learn new software and absorb organizational and programmatic content

Efficient work style, with strong attention to detail

Proficiency in Microsoft SharePoint, Word, Excel and Outlook

Ability to collaborate with peers and take direction from leadership to accomplish tasks

Ability to be a quick and eager learner

Demonstrates passion and the willingness to go the extra mile to provide stellar customer service experiences

Preferred

Associate's degree a plus

Experience with fundraising CRMs, preferably Salesforce NPSP and Salesforce Service Console is a plus

Demonstrates passion for USA for UNHCR's mission through previous academic work, extra-curricular or civic society membership, and/or personal and professional experience