Donor Experience & Escalation Specialist

St. Jude Children's Research Hospital; United States; Remote; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical Coverage

401(k) Retirement Plan

Exceptional Paid Time Off

Maternity / Paternity Leave

Education Assistance

Enterprise Learning and Development

Job summary

ALSAC is hiring a donor service specialist to support St. Jude donors in the United States. You will handle escalated inquiries, resolve issues from initial contact to resolution, and collaborate with internal teams to ensure a positive donor experience.

The role requires strong communication, problem-solving skills, and adherence to policies. The position operates in a full-time schedule from Monday to Friday, 10:30am–7pm CST, with opportunities to train new hires and contribute to process

Qualifications

• High school diploma or GED required.
• Minimum of two years in customer service, contact center, call center, telemarketing, or related experience.

Responsibilities

• Serve as the primary point of contact for escalated donor concerns.
• Take ownership of donor inquiries from initial contact through resolution.
• Research and resolve donor issues by identifying root causes and recommending solutions.
• Collaborate with internal teams to address donor concerns and facilitate issue resolution.
• Document donor interactions accurately and maintain records in designated systems.
• Monitor trends and identify recurring issues to improve processes.
• Provide guidance and support to contact center representatives.
• Deliver new hire and refresher training as needed.
• Respond to donor inquiries via phone, email, and other channels professionally.
• Follow up with donors to ensure concerns are resolved and expectations met.
• Meet service standards, quality expectations, and productivity goals.
• Maintain knowledge of policies, procedures, and compliance.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Instruction following

Data entry

Microsoft Word

Microsoft Excel

Organizational skills

Donor satisfaction

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

Job description

ALSAC is hiring a donor service specialist to support St. Jude donors in the United States. You will handle escalated inquiries, resolve issues from initial contact to resolution, and collaborate with internal teams to ensure a positive donor experience.

The role requires strong communication, problem-solving skills, and adherence to policies. The position operates in a full-time schedule from Monday to Friday, 10:30am–7pm CST, with opportunities to train new hires and contribute to process