Coordinator, Donor Relations

WWF

Position Description

WWF-Canada seeks a dynamic, well-rounded individual, with a strong appreciation for customer service to join its Donor Relations & Services Department. This position requires strong interpersonal skills, an eye for detail, and the confidence and dedication to spend significant time speaking with, and responding to the inquiries of our supporters.
 
The purpose of the role is to provide excellent customer service to our recurring gift donors by addressing concerns, determining needs and interests, and building rapport to effectively ensure continued donor loyalty and satisfaction.

Key Responsibilities

  • Connect with donors on the phone by making and receiving calls/emails, providing information on the recurring gift program, receiving donations and updating giving methods.
  • Contact donors with donation related issues including credit card declines, invalid credit cards and cheques.
  • Liaise with the Volunteer Coordinator, as necessary, to ensure volunteer tasks relating to the recurring gift retention efforts are met.
  • Act as primary contact on tax receipting issues/issuing duplicate receipts.
  • Collaborate with the Manager, Donor Relations and the Manager, Donor Services, on recurring donor issues to help reduce donor attrition and address donor concerns and comments.
  • Ensure accurate and consistent information is entered in Raiser’s Edge, leading to an improved experience for the donor.
  • Provide support in resolving issues, in a timely, proactive and donor focused manner, as they pertain to fundraising activities, gifts and donor preferences.
  • Provide support in responding to selected inquiries that include but are not limited to conservation issues, partnerships and campaigns, for which scripted responses are available.
  • Assist the Donor Relations & Services team, as required, with other related duties contributing to the mandate and successful operation of the department.
  • Provide reception relief as required which will require you to:

o    Answer and transfer phone inquiries in a professional and courteous manner.
o    Greet visitors being genuinely helpful and courteous in your approach.
o    Process domestic and international mail and couriers.
o    Generate mail reports and process Canada Post invoices, as required.

What We Are Looking For:

  • Completion of post-secondary education preferred.
  • Exceptional interpersonal skills and ability to communicate effectively with supporters, volunteers and staff, with proven experience of 2-3 years in donor/customer care.
  • Demonstrated knowledge of, and experience with fundraising software (Raiser’s Edge, is a definite asset).
  • Demonstrated technical skills, including previous experience with Microsoft applications, specifically Outlook, Word and Excel.
  • Bilingualism (English/French) considered an asset.
  • Understanding  of  conservation  issues  in  Canada  and  around  the  world,  acquired  through education or job experience.
  • Must be reliable, proactive, results-oriented and attentive to details.
  • Proven skills in multi-tasking, problem-solving and decision making within a high volume, fast paced environment.
  • Demonstrated ability to work co-operatively in a team setting.

Other Information

This is a full-time, permanent position based out of the Toronto office.

How to Apply

If you are interested in applying for this exciting opportunity, you may do so online or via direct mail.

Online

Click here to submit your application online.

Direct Mail

Attention:  Human Resources Department
245 Eglinton Ave East, Suite 410
Toronto, ON
M4P 3J1

If you are submitting your application via mail, please be sure to include your responses to the following questions:

  1. Apart from its mission, what do you feel makes WWF-Canada an employer of choice?
  2. Are you legally eligible to work in Canada?
  3. What are your salary expectations?
  4. How flexible are your salary expectations?
  5. When are you available to start?
  6. Where did you see this job posting?
  7. Are you bilingual in English and French?

Deadline to Apply

Please submit your application by 5:00pm (EST) May 19, 2017. 

Commitment to Diversity and Accessibility

WWF-Canada is an equal opportunity employer. We welcome diversity in the workplace and encourage applications from all qualified candidates including women, members of visible minorities, persons with disabilities, and aboriginal peoples.

WWF-Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity, please advise the Human Resources Representative in a timely fashion of any accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

We thank all applicants for their interest in joining WWF-Canada.  Given the volume of applications received, we request that you do not follow up your application with a phone call.  We will contact only those candidates selected for interviews and thank you for your understanding.