Head of Client Support Services
$60k - $65kStaten Island Chamber of Commerce
The mission of the Tunnel to Towers Foundation is to honor the sacrifice of firefighter Stephen Siller who laid down his life to save others on September 11, 2001. The Tunnel to Towers Foundation is committed to eradicating homelessness amongst our veterans.
The Donor Services team is instrumental in supporting the Foundation by responding to donor and event participant questions; processing donations and event registrations, preparing correspondence, and fulfilling requests to ensure donor satisfaction. The Donor Service’s supervisor is responsible for leading and mentoring a diverse team. This position is also responsible for driving staff performance to foster a positive work environment and deliver excellent service.
Build relationships with the team by being accessible, providing real-time feedback, monitoring performance, and conducting monthly coaching sessions.
Deliver feedback as needed to associates to change or improve behaviors that balance positive donor interactions with foundation needs while maintaining confidentiality and respect.
Responsible for record keeping and data security.
Handle escalated issues and respond to complaints within an appropriate timeframe.
Create meeting agenda and content.
Continuously observe and provide feedback to leadership to support growth and development within the Donor Services Team.
Assign duties and responsibilities to leads and ensure projects are carried out correctly.
Build the team’s confidence by providing information on the essential qualities of a customer service representative and helping build on these skills.
Coordinate with the Workforce Analyst to support coverage of weekend and holiday shifts as part of the team’s responsibilities, based on business needs and staffing requests.
Assist as needed for Foundation Special Events.
Ability to multitask, prioritize, and manage time effectively.
Familiar with CRM systems (i.e. Salesforce), online event registration platforms (i.e. Proficient in Microsoft Office/ Google Suite (or equivalent).
Special working conditions may include changes in days worked, shift hours, and/or working conditions (e.g., outdoors or other locations) when participating in and assisting with special events as needed.
Application Deadline:
$130k - $150k
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