Donor Services Specialist

Houston Food Bank

Houston (TX)

On-site

USD 25,000 - 28,000

Full time

3 days ago

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Job summary

Houston Food Bank is seeking a Donor Services Specialist to support donors via email and phone, manage acknowledgement letters, and ensure data integrity in Raiser's Edge. This role serves as the primary backup for the Donor Services team and requires maintaining confidentiality with donor information.

Responsibilities include handling donor communications, coordinating with departments, and maintaining donor records and reports.

Qualifications

High School Diploma or GED is required.
2+ years of experience in an administrative customer service role.
Experience answering phone and email inquiries and providing organizational information.
1+ years of experience in non-profit development preferred.
Proficient with ten-key keypad; able to pass assessment.
Bilingual in Spanish preferred.

Responsibilities

Respond to Donor Services emails within 24 hours.
Answer the Donor Services phone line and return calls within 24 hours.
Maintain confidentiality and integrity in handling donor information.
Manage donor acknowledgement letters and update Raiser's Edge data.
Oversee matching gift portals, confirmations, and donor reports.

Skills

Customer service

Attention to detail

Organizational skills

Ethics and confidentiality

Communication

Education

High School Diploma or GED

Tools

Raiser's Edge

Microsoft Excel

Microsoft Word

Outlook

PowerPoint

Ten-key keypad

Job description

POSITION SUMMARY:

The Donor Services Specialist supports donors by addressing their concerns and needs through the Donor Services email and phone line. This position manages the donor acknowledgement letters, helps maintain data integrity of the Raiser's Edge database, and oversees the matching gift portals, confirmations, and donor reports. This role provides general support and serves as the primary backup for the Donor Services team. Additionally, this role regularly must handle confidential donor information with discretion.

Description

POSITION SUMMARY:

Essential Job Functions

Reliable, consistent, attendance is a requirement. This position requires punctuality and dependable on site attendance to meet the needs of the business, including attending and taking part in meetings and presentations.
Manages the Donor Services email by responding to emails within a 24-hour timeframe.
Answers the Donor Services phone line, returns calls to donors within a 24-hour timeframe, and updates seasonal voicemails.
Operates with a high level of integrity and the ability to maintain strict confidentiality.
Maintains and orders office supplies for Donor Services, oversees the meter machine services, and serves as the main point of contact for the meter machine.
Coordinates with the Donor Services team on the timeframe gifts are entered to process, review, print, and mail acknowledgments.
Manages all Donor Services outgoing mail.
Creates and updates specific letters for all donor correspondence.
Manages volunteer onsite projects.
Matching Gift Portals: Confirms matching gifts, updates credentials, and downloads donor reports.
Leads the ongoing database maintenance project.
Updates donor records from returned mail, and info email/Department requests.
Assists with uploading information to Raiser's Edge regularly.
Maintains and manages clear and accurate donor services operations documents and procedures (for reference purposes), including creating best practices guidelines and standards.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Requirements

QUALIFICATIONS:

Education/Experience

High School Diploma from an accredited school or general education development (GED) certificate
2+ years of experience in an administrative customer service role
Experience answering phone and email inquiries and providing organizational information
1+ years of experience in non-profit development preferred
Experience using ten-key pad at a proficient speed and accuracy. Must be able to pass ten-key pad assessment
Bilingual in Spanish preferred

Certificates, Licenses, And Registrations

None

Special Knowledge/Skills/Abilities

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability needed. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. (For best performance, the job holder in this position would be expected to show the right knowledge, skills, and abilities in the listed areas.)

Proficiency in Microsoft Suite (Word, Excel, Outlook, PowerPoint), 10-key, CRM (Raiser's Edge preferred), and office equipment (printer/scanner).
Ability to work with a diverse population, including the public.
Strong customer service skills when answering, screening, and forwarding calls and emails.
Ability to provide organizational information.
Ability to work well with other departments.
Ability to work in a fast-paced environment.
Attention to detail and strong organizational skills.
Excellent written and oral communication skills.
High attention to integrity, ethics, and sensitivity, particularly regarding confidential information.

Compliance

Carries out responsibilities in accordance with HFB policies.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability needed. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. (For best performance, the jobholder in this position would be expected to show the right knowledge, skills, and abilities in the listed areas.)

Competencies

Action-Oriented / Customer Focus / Drives for Results / Priority Setting / Managerial Courage / Interpersonal Savvy / Creativity / Standing Alone / Time Management / Decision Quality /

Self-development / Patience

Physical Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of the job, the employee is required daily to analyze and interpret data, communicate, and remain in a standing or stationary position for a significant amount of the workday; and often access, input, and retrieve information from the computer and other office productivity devices. The employee must regularly move about the office and around the facility, use hands, wrists, and fingers to grip, type, and write. The employee must frequently lift 50 pounds. The employee will need to have the average ability to hear horns, warnings, and alerts associated with a warehouse.

Work Environment

The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. While the job is generally performed in an enclosed office environment, the employee is occasionally exposed to wet and/or humid conditions, strong food-related smells, and outside weather conditions. The noise level in the office environment is typically quiet, but the employee will be occasionally exposed to loud noise levels (e.g., horns, fans).

Travel Required

No travel is required for this role.

This role supports hours of operations at the Houston Food Bank facilities, as necessary, and may require flexibility (e.g., times of disaster, community events, company events).