Associate IV - Donor Advocate Team (Remote in USA)
St. Jude Children's Research Hospital
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
Job Description
The Associate IV in the Donor Advocate team serves as a central resource for resolving donor concerns and supporting call center agents with procedural guidance, escalation handling, and issue resolution. This role is responsible for ensuring a positive donor experience through thoughtful communication, root cause analysis, and process improvement recommendations. The Assocaite IV also acts as a liaison for specialized networks or accounts, maintaining high standards of service and donor satisfaction.
Key Responsibilities
- Take ownership of escalated donor calls, ensuring timely and effective resolution.
- Provide guidance to inbound and outbound agents on procedures, escalations, and donor-related inquiries.
- Authorize policy exceptions when appropriate to enhance donor satisfaction and uphold brand integrity.
- Accurately document interactions and update records in required systems.
- Identify trends and recommend improvements to enhance the donor experience.
- Conduct training sessions for new hires and provide refresher training as needed.
- Maintain ongoing communication with donors to ensure their needs are met.
- Respond to donor and business-related inquiries across multiple communication platforms.
- Mentor call center staff and provide feedback to leadership on performance and compliance.
- Ensure timely follow-up to maintain donor satisfaction.
- Meet operational standards and deadlines for incoming work.
- Stay current with organizational policies and procedures.
- Provide feedback and recommendations to management for process enhancements.
Qualifications
- High school diploma or GED required.
- Minimum of 2 years of experience in telemarketing, customer service, or call center support.
- Strong verbal and written communication skills.
- Ability to understand and follow complex instructions.
- Proficient in Microsoft Office products, including Word and Excel.
- Analytical skills to assess individual situations and determine optimal solutions.
- Ability to work independently and collaboratively in a fast-paced environment.
- Commitment to delivering exceptional service and maintaining donor trust.
Schedule
- Monday through Friday, 2 shifts available 10:30am until 7pm CST and 8am until 4:30pm CST
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.