Help Wanted

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Donor Support Representative Job Location: Warwick, RITeam: IMC Job Description:This position provides customer service in a timely and efficient manner to donors, sponsors, contributors, and adjoining teams in Plan International USA, contributing to sponsor and donor satisfaction.  This includes printing responsibilities, communications processing and ChildData/document management. Responsibilities: Printing Operations/Fulfillment•Printing operations include daily, weekly and monthly print of letters/kits/packets and mailed to our donors/sponsors. (timely and accurate mailing to customers is critical) CommunicationsAssist with the management of correspondence to/from sponsors and sponsored children Child Letters•opens, prepares, and distributes international mail packets (child letters) from Countries•data entry of child communications by type into CRM•label envelopes and match child communications with labeled envelopes•archive in client accounts in CRM as needed Sponsor Letters•researches field and sponsor documents to determine appropriate destination•data entry of sponsor communications by type into CRM•file sponsor letters by Program Unit in preparation for international mail Web Downloads Assist in maintaining weekly downloads of web letters/postcards and e-mail from sponsors Web Letters•download and print by field office in preparation for international mail•data entry of sponsor communications into CRM•file sponsor letters by Program Unit in preparation for international mail E-Letters•maintain daily emails in the USNO Child Letters Folder•forward sponsor emails to field office•data entry of sponsor communications in CRM•file sponsor letters by Program Unit in preparation for international mail Coordinate volunteer services•organizes work for volunteer activities•assigns work to in-house volunteers, monitor quality, and provides feedback•provides supplies and other support needed by the volunteers to do their work Education and Experience:•Associate's degree and/or 2-3 years equivalent/similar work experience. •Salesforce knowledge a plus.•Excellent numeric data entry and math skills•Excellent computer skills including Word, Excel and Outlook•Technical knowledge of printing services•Ability to work cooperatively and collaboratively within team and across the organization•Ability to effectively communicate orally and in writing •Excellent organizational skills•Customer-focused•Ability to prioritize various responsibilities as they relate to daily work activities•Ability to use FAX, copier, letter opener, label machine, calculator, folding machine•Ability to lift large boxes up to 25 - 50 pounds•Ability to work extra hours as needed•Excellent interpersonal skills•Ability to link own job responsibilities and overall organizational goals and needs, and to perform the job with broader goals in mind•Ability to keep one’s emotions under control when faced with opposition, pressure, and/or stressful situations •Ability to employ active listening techniques, to ensure complete understanding•Ability to be flexible and to easily shift gears•Ability to make decisions independently Key Interactions: Within Plan International USA•All other Plan International USA team members•Volunteers•Sponsors and donors Within the Global Plan World•Field Offices•International Headquarters Outside Plan •Vendors/suppliers•Volunteer agencies Apply on line at
Outbound Donor Engagement Representative Job Location: Warwick, RITeam: Donor Engagement TeamJob Description:This position is responsible for providing all Plan International USA donors and prospective sponsors and donors, with quality customer service, resulting in their satisfaction, retention and full engagement in Plan’s mission and programs. Reporting to the Outbound Donor Engagement Manager, the incumbent will be part of the Outbound Telemarketing team calling Plan’s existing and prospective donor base. (i.e. welcome calls to welcome new sponsors and donors, arrears calls to recover lost revenue, etc.) The Outbound Donor Engagement Representative projects an image to our donors of knowledgeable, solution oriented and professional. The hours for this role are 1:30pm-10:00pm Mondays, 12:30pm to 9pm, Tuesday to Thursday and 9:30am-6:00pm on Fridays. Responsibilities Manages customers’ accounts (sponsors, contributors, donors):•Makes 60 to 70 calls to donors daily•Builds donor loyalty by providing recommendations and alternatives, up-selling of products and services to improve revenue•Provides exceptional service in all interactions with our donors through all forms of communication•Possess superior time management skills to ensure optimum performance, deadlines are met •Contributes to the success of the outbound campaign through process improvements and donation processing•Educates donors about donation options, Plan International USA’s initiatives and willingness to be supportive and take part in retention campaigns•Encourages donors to become sponsors or make a one-time gifts toward various campaigns•Assesses the prospective clients’ interest and motivation and help them decide the type and level of engagement they can have with Plan •Enrolls sponsors, contributors, and donors•Processes, maintains, and updates customers’ accounts•Ensures positive closure of customers’ experience if they discontinue Builds, manages and retains customer relationships:•Contacts donors to welcome them to the program, inform them of changes or to find out issues or concerns they may have that are resulting in arrears or dissatisfaction (i.e. bonding call, arrears call, etc.)•Provides accurate and adequate information to the customers to help them explore other avenues to help children•Stewards the customers toward extending their involvement through renewals, multiple sponsorships/gifts, upgrades and/or major gifts•Strong verbal communication skills and ability to represent the organization •Ability to employ active listening techniques, to ensure complete understanding•Demonstrated interest in international development issues and current affairs •Ability to meet and exceed daily/weekly/monthly sales targets•Strong negotiation and promotional skills•Possesses initiative and follow-through•Dedication and commitment to providing outstanding service•Flexible and adaptable in handling varying schedules, new situations and change•Analytical, research and solution drivenEducation and Experience •High School diploma •Previous call center sales experience is mandatory•PC skills, with knowledge of Windows; MS-Word, Outlook, Excel and CRM or Similar Customer Service Database Key Interactions Within Plan International USA•All teams and team members•Sponsors, donors and prospective sponsorsApply on line at