Responsible for ensuring accurate processing and management of Honors & Memorials transactions. Processes donations received by mail and phone, and delivers high-quality service across multiple channels including phone, in-person, email, mail, and chat (when available). Performs VIP-quality audits prior to submission to vendors for fulfillment.

Essential Job Functions

1. Service

• Demonstrates strong active listening and interpersonal skills when communicating with donors, volunteers, and employees regarding honors and memorials.
• Clearly and concisely conveys information and ideas.
• Uses independent judgment to ask probing questions and gather critical information not readily offered.
• Accurately collects and documents information needed to complete transactions and account updates.
• Supports multiple programs and fundraising initiatives simultaneously.

2. Data Integrity

• Accurately enters, updates, and maintains donor account information using various systems.
• Navigates multiple software platforms, including the organization’s proprietary CRM system, to manage donations and donor profiles.
• Ensures thorough documentation of donor and volunteer interactions, notes, and transactions.
• Maintains PCI compliance and adheres to all ALSAC policies and procedures.
• Safeguards the integrity and confidentiality of donor data and communications.

3. Donor Experience

• Delivers a superior experience during every donor interaction, including transaction handling.
• Represents and upholds the core values and brand of St. Jude Children’s Research Hospital.
• Builds donor loyalty by ensuring each interaction aligns with the donor’s relationship and engagement level.
• Maintains strong knowledge of programs, systems, and processes to effectively support donors.

4. Relationship Cultivation

• Builds and maintains relationships with donors and volunteers through inbound/outbound calls, email, chat, text, and other communication channels.
• Engages donors in additional fundraising opportunities as appropriate.
• Utilizes knowledge of fundraising programs, online portals, and customer service best practices to resolve issues and exceed expectations.
• Re-engages donors and resolves concerns effectively.
• Provides specialized support to VIP donors and volunteers.

5. Advising, Educating & Coaching

• Uses in-depth program knowledge to educate donors, volunteers, and employees on honors and memorials processes.
• Sets clear expectations and proactively enhances the overall donor experience.

6. Fundraising Support

• Applies knowledge of honors and memorials and fundraising best practices to provide insights to ALSAC business partners.
• Supports program growth in revenue, donor retention, efficiency, and accuracy.

7. Performance Standards

• Meets established production and quality goals in accordance with DAP policies and procedures.

Job Requirements

• Strong written and verbal communication skills with the ability to clearly convey information to donors and internal stakeholders.
• Ability to understand and follow complex verbal and written instructions, including evolving procedures and processes.
• Proficiency in general arithmetic and data accuracy principles.
• Experience managing customer accounts and maintaining data integrity.
• Proficiency with word processing applications and standard office equipment.
• Demonstrated ability to meet production and quality metrics in a performance-driven environment.
• Strong typing speed and accuracy required.

Education & Experience

• High school diploma or GED required.
• Minimum of 5+ years of customer service or related experience in an office environment.
• Proven track record of delivering outstanding customer service.

Work Location

This position is based at ALSAC’s Office at Crosstown in Memphis, TN and is eligible for a hybrid work schedule. Address is 1350 Concourse Ave, Memphis, TN 38104.