Remote Donor Care Specialist

Ummah Jobs; United States; Remote; USD 40,000 - 52,000; Full time

Benefits offered by this job

Remote work flexibility

Health benefits after probation

Job summary

Penny Appeal Canada is seeking Donor Care Specialists for remote, home-based positions to join its Donor Care Team. You will deliver exceptional customer service, manage high volumes of donor interactions across channels, and process contributions while educating donors on program impacts.

Role requires 18+ years, Canadian work authorization, and experience in high-volume call-centre or fundraising environments. Flexible full-time/part-time schedules available with occasional in-office days.

Qualifications

• Minimum 18 years old and authorized to work in Canada.
• POST-secondary education or relevant certification.
• 2–5 years of call-centre or equivalent customer service experience.
• Ability to handle high call volumes including scripted fundraising calls.
• Knowledge of Islamic practices (Zakat, Ramadan) required.
• Strong listening, problem-solving, and multitasking skills.
• Proficiency in Excel and Google Sheets for data analysis.
• Experience managing multiple communication channels simultaneously.
• Attention to detail and ability to follow instructions independently.
• Must pass criminal background check.

Responsibilities

• Handle inbound and outbound donor calls and 120+ daily scripted calls during peak seasons.
• Respond to donor inquiries via phone, email, live chat, and text.
• Educate donors about programs and impact of contributions.
• Process donations securely with proper record-keeping.
• Maintain knowledge of organizational programs and services.
• Meet fundraising quotas and KPIs.
• Update donor-management software and CRM systems.
• Navigate platforms like G-Suite, Asana, Slack, Stripe.

Skills

Listening and problem-solving

Multitasking

Data analysis with Excel/Sheets

High-volume call handling

Customer service excellence

Education

Post-secondary education or relevant certification

Tools

Excel

Google Sheets

CRM software

G‑Suite, Slack, Stripe, Asana

Job description

Penny Appeal Canada is an Islamic relief and development organization providing humanitarian aid and development programs across Asia, the Middle East, Africa, and Canada. The organization is seeking Donor Care Specialists for remote, home-based positions to join its growing Donor Care Team.

Role Overview

As a Donor Care Specialist, you will deliver exceptional customer service while supporting the organization's fundraising mission. You will manage high volumes of donor interactions across multiple channels—incoming and outgoing calls, emails, live chat, and text messages—while building donor relationships and processing contributions.

Key Responsibilities

• Handle inbound and outbound donor calls, including 120+ daily scripted fundraising and welcome calls during peak seasons
• Respond promptly to donor inquiries via phone, email, live chat, and text with courteous, professional service
• Educate donors about organizational programs and services; articulate the impact of their contributions
• Process donations securely, ethically, and confidentially with proper record-keeping
• Maintain comprehensive knowledge of all organizational programs and services
• Achieve individual quotas and KPIs to meet fundraising targets and departmental goals
• Update donor-management software, CRM systems, and provide administrative support
• Navigate platforms including G‑Suite, Asana, Slack, Stripe, and CRM tools
• Participate in ongoing training to develop fundraising, communication, and product knowledge

Required Qualifications

• Minimum 18 years old and authorized to work in Canada
• Post‑secondary education or relevant certification
• 2–5 years of call‑centre or equivalent customer service experience
• Ability to handle high call volumes including cold calls and scripted fundraising calls
• Knowledge of Islamic practices including Zakat, Ramadan, and other religious observances (required)
• Strong listening, problem‑solving, and multitasking skills
• Proficiency in Excel and Google Sheets (V‑lookup, pivot tables) for data analysis
• Experience managing multiple communication channels simultaneously
• Attention to detail; ability to follow instructions independently
• Must pass criminal background check

Technical Requirements

• Dedicated, quiet, private home office with a door
• USB headset with microphone
• Windows PC or Mac (newer model required)
• Second monitor
• Secure, high‑speed internet (satellite not compatible)

Work Schedule

• Full‑time: 35 hours/week, Monday–Friday, 9:00am–5:30pm EST or 9:30am–6:00pm EST (8.5‑hour day including 1‑hour lunch)
• Part‑time: Approximately 20–25 hours/week with similar scheduling
• Potential weekend shifts during peak seasons (Ramadan, Dhul Hijjah)
• Occasional in‑office days throughout the year

What's Offered

• Competitive compensation
• Health benefits upon completion of 3-month probation
• Remote work flexibility
• Opportunity to support meaningful humanitarian and Islamic charitable work