Donor Experience Escalation Specialist

St. Jude Children's Research Hospital - ALSAC; Memphis (TN); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Core Medical Coverage

401K Retirement Plan

Paid Time Off

Maternity / Paternity Leave

Infertility Treatment Program

Adoption Assistance

Education Assistance

Enterprise Learning and Development

Job summary

ALSAC, a key partner of St. Jude Children's Research Hospital, is hiring an Associate IV-DAT to resolve complex donor inquiries and escalated issues while working with contact center teams and cross-functional departments to ensure a positive donor experience and timely resolution.

The ideal candidate is customer-focused, professional, and solution-oriented, with strong communication and data-entry skills, plus proficiency in Microsoft Office.

Qualifications

• Strong verbal and written communication skills.
• Ability to handle challenging customer interactions professionally and effectively.
• Strong problem-solving, analytical, and decision-making skills.
• Ability to interpret and follow detailed verbal and written instructions.
• Experience working with data entry and business applications.
• Proficiency in Microsoft Office, including Word and Excel.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Commitment to delivering exceptional customer service and donor satisfaction.

Responsibilities

• Serve as the primary point of contact for escalated donor concerns and complex service issues.
• Take ownership of donor inquiries from initial contact through resolution, ensuring a timely and positive experience.
• Research and resolve donor issues by identifying root causes and recommending appropriate solutions.
• Collaborate with internal teams and business partners to address donor concerns and facilitate issue resolution.
• Document donor interactions accurately and maintain records in designated systems.
• Monitor trends, identify recurring issues, and recommend improvements to processes and procedures that enhance the donor experience.
• Provide guidance and support to contact center representatives regarding policies, procedures, and donor interactions.
• Deliver new hire training, refresher training, and transition support as needed.
• Respond to donor and client inquiries through phone, email, and other communication channels in a professional and timely manner.
• Follow up with donors to ensure concerns have been resolved and expectations have been met.
• Meet established service standards, quality expectations, and productivity goals.
• Maintain knowledge of organizational policies, procedures, and compliance requirements.
• Provide feedback to leadership regarding operational challenges, process improvement opportunities, and best practices.

Skills

Communication

Customer service

Problem solving

Data entry

Microsoft Office

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

Job description

ALSAC, a key partner of St. Jude Children's Research Hospital, is hiring an Associate IV-DAT to resolve complex donor inquiries and escalated issues while working with contact center teams and cross-functional departments to ensure a positive donor experience and timely resolution.

The ideal candidate is customer-focused, professional, and solution-oriented, with strong communication and data-entry skills, plus proficiency in Microsoft Office.