Coordinator, Donor Services
Full Time
New York, NY 10038
Posted
Job description
Planned Parenthood is the nation’s leading provider and advocate of high-quality, affordable sexual and reproductive health care for all people, as well as the nation’s largest provider of sex education. With more than 600 health centers across the country, Planned Parenthood organizations serve all patients with care and compassion, with respect, and without judgment, striving to create equitable access to health care. Through health centers, programs in schools and communities, and online resources, Planned Parenthood is a trusted source of reliable education and information that allows people to make informed health decisions. We do all this because we care passionately about helping people lead healthier lives.
Planned Parenthood Federation of America (PPFA) is a 501(c)(3) charitable organization that supports the independently incorporated Planned Parenthood affiliates operating health centers across the U.S.
Planned Parenthood Action Fund is an independent, nonpartisan, not-for-profit membership organization formed as the advocacy and political arm of Planned Parenthood Federation of America. The Action Fund engages in educational, advocacy, and electoral activity, including grassroots organizing, legislative advocacy, and voter education.
Planned Parenthood Federation of America (PPFA) and Planned Parenthood Action Fund seeks a dynamic and effective Coordinator to assist with a number of key department tasks, providing quality customer service. This job reports to the Associate Director, Donor Services in the Direct Response department of PPFA. The Donor Services team, within Direct Response, supports the Planned Parenthood Federation of America, Planned Parenthood Action Fund, and Planned Parenthood Federal PAC outreach and engagement efforts by providing outstanding supporter care to key external and internal constituents.
Purpose:
The Donor Services Coordinator provides quality support to donors, corporate entities, Planned Parenthood affiliates, and the general public. The Coordinator works with the Donor Services team to ensure that all donor communication is handled in a timely, effective, and efficient manner.
Delivery:
- Establishes quality supporter relations by handling donor-related issues and opportunities. Interacts with donors via phone, mail, e-mail and database case ticketing system. Provides information in response to enquiries about the organization, specific donation concerns, and complaints. Processes and resolves issues, comments, and information requests on a timely basis to ensure donor satisfaction.
- Captures and processes credit card donations as well as refunds over the phone and via mail.
- Ensures that donor records are properly maintained and coded with solicitation and contact preferences, address changes, name changes, and other donor preferences and updates.
- Assists with PAC and Action Fund compliance by contacting donors and confirming gift intent.
- Produces and sends duplicate gift acknowledgements for donors. Effective Date: (Insert month and year) 2
- Follows up with donors, colleagues, affiliates, vendors, and others to ensure that all inquiries have been responded to and resolved.
- Serves as back-up for the fulfillment of tribute giving and produces lists as needed to send cards to honorees via a third party vendor.
- Conducts Quality Assurance of partner call center support regularly to ensure the integrity of data and overall high standard of work.
- Other projects and duties as assigned. Engagement:
- As one of the first representatives of Planned Parenthood a supporter encounters, the Coordinator must be courteous, professional, friendly, articulate, knowledgeable, and work well within a team structure as well as independently.
- Knowledge of diverse groups, experience working with a multicultural workforce, and sensitivity and appreciation to cultural differences is required.
- May occasionally work extra hours if needed, sometimes with little advance notice.
Knowledge, Skills and Abilities (KSAs):
- Bachelor’s degree or equivalent experience.
- 1-2 years experience in development or customer service-related work.
- Exceptional customer service and telephone skills.
- Strong written and verbal communication and interpersonal skills.
- Strong computer skills, including Microsoft Office products and Google suite.
- Database experience strongly preferred, familiarity with EveryAction or Salesforce a plus.
- Ability to analyze and solve problems.
- Good organizational skills, with excellent attention to detail and accuracy.
- Ability to multi-task and juggle multiple priorities.
- Able to work both independently and as part of a team
- Ability to handle stress and pressure with a pleasant and friendly style
TRAVEL : 0 – 5%
The starting salary range for this position is $54,000 - $55,000 .
LI-KM1
Final offers for this job will be based on capabilities and will be made within the parameters of the PPFA compensation program. Total offer package to include generous vacation + sick leave + paid holidays, individual/family provided medical, dental and vision benefits effective day 1, life insurance, short/long term disability, paid family leave and 401k. We also offer voluntary opt in for Flexible Spending Account (FSA) and Transportation/Commuter accounts.
We value a truly diverse workforce and a culture of inclusivity and belonging. Our goal is to attract qualified candidates and encourage applications from all individuals without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. We're committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
PPFA participates in the E-Verify program and is an Equal Opportunity Employer.
#LI-SY1
- PDN-HR
If denoted as NYC, DC, or both, this position is usually located in our New York City or DC office, but is remote while offices remain closed due to the COVID-19 pandemic.
Final offers for this job will be based on capabilities and will be made within the parameters of the PPFA compensation program. Total offer package to include generous vacation + sick leave + paid holidays, individual/family provided medical, dental and vision benefits effective day 1, life insurance, short/long term disability, paid family leave and 401k. We also offer voluntary opt in for Flexible Spending Account (FSA) and Transportation/Commuter accounts.
We value a truly diverse workforce and a culture of inclusivity and belonging. Our goal is to attract qualified candidates and encourage applications from all individuals without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. We're committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
PPFA participates in the E-Verify program and is an Equal Opportunity Employer.
#LI-SY1
- PDN-HR
Beginning in February 2023, all roles denoted as NYC, DC, or both, will be on a hybrid schedule, requiring 2-3 days per week in-office.
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