Temp, Donor Services Coordinator - Planned Parenthood Federation of America : Job Details

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 allpatients 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 seek a dynamic and effective Temp, Donors Services, to support the Donor Services team 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 Temp, Donor Services supports the Donor Services team, comprised of Donor Services, Sustainer Program, and Securities teams, to provide quality support to donors, companies, affiliates, and the general public. The Temp works with the Donor Services team to ensure that all donor communication is handled in a timely, effective and efficient manner. This role will assist with inquiries from supporters and the public, updating donor records using Salesforce and EveryAction databases, and processing donations related to various Planned Parenthood entities.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 inquiries about the organization, specific donation concerns, and complaints. Processes and resolves issues, comments, and information requests on a timely basis to ensure donor satisfaction.●Takes 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.●Reviews and responds to voicemails.●Assists with PAC and Action Fund compliance by contacting donors and confirming gift intent.●Supports the Sr. Specialist, Securities Program, with Stocks and Donor Advised Funds related inquiries and processing stock donations.●Produces and sends duplicate gift acknowledgments for donors.● Follow up with donors, colleagues, affiliates, vendors, and others to ensure that all inquiries have been responded to and resolved.●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.●Demonstrate ability to multitask, learn and process information quickly, and exercise good judgment when dealing with a wide variety of people and inquiry types.●Knowledgeable of diverse groups, experience working with a multicultural workforce, and sensitivity and appreciation to cultural differences are required.●Willingness to work extra hours if needed, sometimes with little advance notice.Knowledge, Skills and Abilities (KSAs):REQUIREMENTS / TECHNICAL EXPERTISE●Highly proficient with Excel, Google Suite●Database experience is strongly preferred, especially familiarity with EveryAction and Salesforce.PERSONAL QUALITIES / OTHER ATTRIBUTES●Positive demeanor and attitude.●Strong customer service skills; impeccable verbal and written communication with the ability to handle challenging interactions in a professional manner.●Uses good discretion with sensitive information.●Able to work both independently and as part of a team●Research ability.●Proactive and self-starter.●Demonstrated organizational and critical thinking skills.●Demonstrated ability to multitask, learn and process new information quickly, and exercise good judgment when dealing with a wide variety of people and subjects.●Ability to adhere to procedures to ensure departmental objectives are met and the highest ethical standards of conduct and compliance are in place and followed.●Working knowledge of the issues facing PPFA and of the operating environment.Travel: 0-5%