Donor Care Representative

The Donor Care Representative supports financial donors by delivering excellent service through inbound phone calls and online requests. This fully remote role requires working Eastern Standard Time hours and involves handling donor inquiries, resolving concerns, and coordinating with internal departments to ensure donor satisfaction.

Responsibilities

• Provide service over the telephone and in-person following established procedures and guidelines.
• Use computer-based system to provide information, track history, and troubleshoot issues.
• Provide support, development and/or leadership guidance to all volunteers.
• Deliver high‑quality donor service to financial donors by handling calls professionally and efficiently in a call‑center environment, consistently meeting established quality, compliance, and call‑handling standards.
• Follow Donor Care Standard Operating Procedures to resolve donor concerns accurately and in alignment with organizational expectations.
• Create, manage, and complete donor cases within defined Service Level Agreements (SLAs) while ensuring accuracy and thorough documentation.
• Utilize internal systems to research and resolve financial donor requests.
• Apply strong listening, problem‑solving, and communication skills during every donor interaction, following required Quality Assurances guidelines.
• Coordinate with internal Red Cross departments to address escalated donor situations requiring cross‑functional attention.
• Provide warm or direct transfers following established protocols.
• Participate actively in team meetings, training, coaching, and continuous improvement discussions.
• Protect donor confidentiality and maintain compliance with data‑handling guidelines.
• Perform other related duties as assigned.

Requirements

• High School or equivalent required.
• Minimum 7 years of related experience or equivalent combination of education and related experience required.
• Ability to plan, prioritize and organize work to meet customer expectations.
• Excellent organizational skills and ability to work with attention to detail.
• Strong interpersonal skills and the ability to create and maintain collaborative work relationships within the organization and with external stakeholders.
• Ability to work on a team.
• Bilingual in Spanish is highly preferred.
• Experience in a call‑center, donor relations, non‑profit support, or fundraising environment preferred.
• Strong customer‑service orientation with the ability to deliver compassionate, professional, and donor‑centered communication.
• Excellent verbal and written communication skills, including clear documentation and ability to follow prescribed scripts and QA‑aligned call flows.
• Strong active listening, empathy, and problem‑solving skills.
• Ability to manage multiple tasks simultaneously while maintaining high accuracy.
• Comfortable navigating multiple software systems concurrently during live calls.
• Advanced computer skills, including Microsoft Office; Salesforce or fundraising database experience preferred.
• Ability to work both independently and collaboratively in a high‑volume environment.
• Reliable internet access and a dedicated, professional remote workspace.

Skills

• Customer Service
• Donor Relations
• Call Center Operations
• Fundraising
• Bilingual Spanish
• Effective Listening
• Empathy
• Problem Solving
• Verbal Communication
• Written Communication
• Documentation
• Quality Assurance Call Flows
• Multitasking
• Microsoft Office Suite
• Salesforce
• Fundraising Database
• Remote Work Management
• Work prioritization
• Organizational Skills

Languages

English, Spanish