Associate III - Sales & Support (Remote in USA)

MemphisRemoteFull-time

AI Summary

The Donor Engagement Specialist supports St. Jude Children's Research Hospital fundraising by building and maintaining relationships with donors, volunteers, and event participants through phone, email, chat, text, and social media. The role handles donor inquiries, processes fundraising activities, and ensures data integrity across CRM and contact center systems.

About this role

At ALSAC you do more than make a living; you make a difference.

We like people who are different…because we’re different, too. As one of the world’s most iconic and respected nonprofits, we know what it’s like to stand out. That’s why we’re looking at you. Your background, perspective, and desire to make an impact set you apart. As we work to help St. Jude cure childhood cancer, we're calling on the game-changers, innovators and visionaries to join our family. Not just for the kids of St. Jude, but also for you. Because at ALSAC, we develop and celebrate our employees. So, bring your whole, authentic self and become part of our shared mission: Finding cures. Saving children.®

Job 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

Required Knowledge, Skills, and Abilities

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.

Working Hours: Monday–Friday, 10:30 AM – 7:00 PM CT
Location: Remote in USA

Benefits & Perks

The following Benefits & Perks apply to Full-Time Roles Only.

We’re dedicated to ensuring children and their families have every opportunity to enjoy life’s special moments. We’re also committed to giving our staff excellent benefits so they can do the same.

Core Medical Coverage: (low cost low deductible Medical, Dental, and Vison 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

ALSAC is an equal employment opportunity employer.

ALSAC does not discriminate against any individual with regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, transgender status, disability, veteran status, genetic information or other protected status.

No Search Firms:

ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email, the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC.

Skills

ChatContact Center TechnologiesCRM SystemsData IntegrityDonor Management PlatformsEmailExcelLead GenerationLegacy Youth FundraisingMicrosoft OutlookMicrosoft WordMulticultural ProgramsPCI StandardsPeer-to-peer FundraisingSocial MediaText Messaging