Donor Experience Specialist - Onsite, Multichannel Support

Moore; Topeka (KS); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Healthcare benefits

Paid holidays

Paid time off

Job summary

Moore is a data-driven constituent experience management (CXM) company delivering donor services for nonprofit clients. As a Customer Service Representative you will handle donor interactions across multiple channels, process transactions, and maintain accurate donor records, all while upholding security and confidentiality.

This full-time on-site role offers training, coaching, and real-time support within a collaborative contact center environment, helping meet client expectations and maintain

Qualifications

• High school diploma or GED preferred.
• Prior customer service or contact center experience preferred.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Strong organizational skills and attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong problem-solving and critical thinking skills.
• Ability to accurately enter and manage data.
• Comfortable learning multiple computer systems and software applications.
• Ability to maintain confidentiality and handle sensitive information responsibly.
• Dependable with a strong work ethic and commitment to attendance.
• Ability to collaborate effectively within a team environment.
• Ability to lift up to 25 lbs and move throughout the facility as needed.

Responsibilities

• Provide donor service across phone, email, text messaging, web chat, and social media platforms.
• Process donor transactions and maintain accurate donor records using company systems.
• Handle confidential donor information and payment details while following security and PCI compliance standards.
• Follow client-specific work instructions, scripts, and service guidelines to ensure consistent, high-quality service.
• Accurately collect, verify, and enter donor information with a high level of attention to detail.
• Navigate multiple systems and resources while assisting donors efficiently.
• Participate in onboarding, ongoing training, and cross-training across clients and service channels.
• Apply coaching and feedback to continuously improve performance and service quality.
• Monitor assigned work queues, tasks, and communications while maintaining schedule adherence.
• Communicate effectively with leadership regarding questions, escalations, and process improvements.
• Meet established quality, productivity, accuracy, and service level expectations.
• Support operational tasks such as direct mail processing, payment processing, donor record research, and recovery efforts during lower call volumes.
• Maintain confidentiality and proper handling of donor materials and client information.
• Utilize company-issued equipment and secure systems in accordance with company policies.
• Maintain consistent attendance and availability according to scheduled work times.
• Perform additional donor service and administrative duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Attention to detail

Multitasking

Problem solving

Data entry accuracy

Teamwork

Confidentiality

Attendance

Collaboration

Physical lifting

Education

High school diploma or GED

Job description

Moore is a data-driven constituent experience management (CXM) company delivering donor services for nonprofit clients. As a Customer Service Representative you will handle donor interactions across multiple channels, process transactions, and maintain accurate donor records, all while upholding security and confidentiality.

This full-time on-site role offers training, coaching, and real-time support within a collaborative contact center environment, helping meet client expectations and maintain