Donor Experience Specialist

: Great benefits. Competitive pay. We know these are some of the things people look for in a job. But if you're the kind of person who also cares about making an impact and serving our nation's wounded warriors and their families, then you're exactly the kind of person we're looking for. When you join Wounded Warrior Project, you're committing to making a difference. We make a commitment to you too - helping you to find that spark, ignite your passion to serve, and embark on a career with meaning and purpose. At Wounded Warrior Project we recognize our mission cannot be accomplished without our talented teammates, which is why we're proud to offer benefits such as:

• A flexible hybrid work schedule (3 days in office, 2 days' work from home)
• Full medical, dental and vision coverage for both teammates AND family members
• Competitive pay and performance incentives
• A fun, mission focused and collaborative team environment
A mission that matters is just the beginning, so if you're ready to get started, we're ready for you. The Wounded Warrior Project (WWP) Donor Experience Specialist contributes to the overall success of WWP and the Warrior Support team by monitoring databases and service levels, providing a consultative approach, and regularly reporting on all areas of Warrior Support and training teammates on database functionalities and enhancements. DUTIES & RESPONSIBILITIES
• Responding to donors via phone, email, chat, mail and face-to-face interactions.
• Assist Warrior Support teams to identify, develop, and improve processes to enhance the donor experience and lead to greater donor loyalty and support by analyzing data and making recommendations.
• Provide insight and on-site event support for fundraising events and galas.
• Perform, maintain and enhance quality assurance programs to ensure donor service levels are met, e.g., internal calibrations, phone calibrations, and forms forwarding.
• Provide necessary reporting (daily, weekly & monthly) for Warrior Support teams while streamlining databases to ensure consistent data.
• Create and validate reports based on donor data and ad hoc requests.
• Motivate and facilitate donors to maximize fundraising through gratitude service projects via tier driven process map.
• Develop and maintain a working understanding of the Warrior Support team's responsibilities and Wounded Warrior Project's mission and purpose.
• Recommend new projects and submit data tickets for project development.
• Participate in weekly team meetings.
• Other related duties as assigned.
KNOWLEDGE, SKILLS, & ABILITIES
• Demonstrated ability to respond to changing priorities and deadlines in a fast-paced, demanding working environment.
• Demonstrated ability to work in a collaborative, team environment with ability to communicate with diverse personalities in a tactful, mature, and flexible manner.
• Demonstrated working knowledge of customer relationship management (CRM) software.
• Effective organizational and time management skills. Demonstrated ability to effectively manage multiple tasks, assignments, and priorities within deadlines.
• High energy level, self-starter, and willing to take initiative.
• Demonstrated customer service skills and ability to build rapport via phone and email.
• Excellent verbal and written communication skills, communicating effectively with all levels of the organization.
• Unequivocal commitment to the highest standards of personal and business ethics and conduct.
• Mission-driven, guided by core values, and a pleasure to work with.
EXPERIENCE Requirements
• Three years of customer service experience.
• Three years of experience using donor or customer database software.
• Three years of experience using Microsoft Office, e.g., Word, Outlook, Excel.
Preferences
• Three years of experience in a nonprofit organization.
EDUCATION Requirements
• Bachelor's degree. Equivalent combination of education or experience may be considered in lieu of degree.
CERTIFICATIONS & LICENSURE Requirements
• Valid state-issued driver's license.
Preferences
• Certified Nonprofit Professional (CNP).
WORK ENVIRONMENT/PHYSICAL DEMANDS
• General office environment; temperature controlled.
• Up to 10% travel.
• ca-ml
#LI-HYBRID Wounded Warrior Project® is an equal opportunity employer committed to providing equal employment opportunity to all persons without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, marital status, citizenship, age, veteran or military status, disability, genetic information, or any other characteristic protected by law. Please note:Wounded Warrior Project is not seeking assistance or accepting unsolicited resumes from search firms without a written search agreement in place. All resumes submitted by search firms to any employee at Wounded Warrior Project via email, the Internet or directly to hiring managers at Wounded Warrior Project in any form without a valid written search agreement in place will be deemed the sole property of Wounded Warrior Project, and no fee will be paid in the event the candidate is hired by Wounded Warrior Project as a result of the referral or through other means."