Donor Account Customer Service Representative

HRS Talent Solutions; Grand Rapids (MI); Remote; USD 34,000 - 49,000; Full time

Benefits offered by this job

Home office setup

Remote, full-time role

Training provided

Job summary

HRS Talent Solutions is seeking a Donor Account Customer Service Representative for a fully remote, full-time role. You will assist supporters with questions about donations, receipts, and program details while routing complex issues to the appropriate teams and protecting donor privacy.

The role includes training on donor systems and secure handoffs. A warm, precise writing style is valued as you manage donor records and provide accurate, timely responses.

Qualifications

• The organization will train beginners on donor systems, approved programs, and secure handoffs.
• Privacy-aware handling of supporter information.

Responsibilities

• Handle written questions about donation-account status.
• Navigate approved receipt links and resource pages.
• Verify donor records before discussing a donor record.
• Refer recurring-gift changes and discrepancies to finance.
• Record the source checked, response sent, and follow-up steps.
• Keep donor information confidential in all communications.

Job description

Donor Account Customer Service Representative

A supporter asks whether a donation was recorded, how to find an online receipt, or which current program their contribution supports. The Donor Account Support Associate checks approved records, answers routine questions, and routes financial or restricted matters to the right team. This full-time remote customer service position includes office administration care with donor histories. You will not alter gift designations, promise tax treatment, or solicit additional money as part of this role.

A respectful inquiry

A donor may use a different email address from the one on a past contribution. Follow the organization's verification process before discussing the record. If a payment appears pending, distinguish that from a posted donation. A question about a recurring gift change needs the approved request path and an authorized owner. Use current program information rather than describing an initiative from an old appeal.

Some people simply need a specific link or confirmation. Others report a possible duplicate donation or incorrect receipt. Keep those cases with the finance team and tell the donor what will happen next without promising a refund. A concise online note should record the source checked, response sent, and remaining owner while protecting personal information.

You may handle

• Written questions about donation-account status.
• Approved receipt navigation and resource links.
• Verification before discussing a donor record.
• Referrals for recurring-gift changes and discrepancies.
• Clear acknowledgments without a financial promise.
• Accurate correspondence and case histories.
• Privacy-aware handling of supporter information.

The team welcomes beginners alongside people with customer service or office administration experience. The organization will train beginners on donor systems, approved programs, and secure handoffs. A warm but precise writing style matters.

$30 per hour | full-time remote. A focused home office or equivalent setting supports donor records. The hiring organization will confirm hours.

A donation with a question

A supporter may ask whether a monthly contribution went through and how to access a receipt. Check the account's visible transaction stage and the issued-document area. If the payment is pending, describe that status accurately. Do not send an official receipt before it exists. If the person says a charge was duplicated, record their report and route it to finance without calling the second charge an error before review.

Other inquiries may concern how an organization's program operates. Use current approved online information and refer an individual impact or funding question to the program owner. A donor relationship depends on honest, respectful replies. Avoid turning a service conversation into an appeal for another gift.

Notes for a useful handoff

• The verified contribution reference and period.
• The status visible in the donor system.
• Any issued document already available.
• The donor's exact financial concern.
• The program question routed to its owner.
• The follow-up the donor has been told to expect.

The organization will train you on its donor platform and secure communication. The role combines simple navigation help with the judgment to leave tax and payment decisions with qualified colleagues.

A donor may ask for a general annual summary while the system contains separate contributions. Use the organization's published document process and refer tax questions to finance. If an account has a duplicate name, verify the reference before discussing it. This work earns trust by giving a correct status and respecting the limits of the support role. The team will explain which campaign and account details may be shared in ordinary replies.

Checks for this role

• Verify the donor account before discussing it.
• Distinguish a pending contribution from a posted one.
• Share only issued receipts through approved routes.
• Refer tax questions to finance.
• Use current program information in replies.
• Keep a disputed charge with a named owner.