Donor Care Associate

Job Overview 

The Donor Care Associate provides high-quality, efficient customer service for all inbound donor calls and emails supporting the fundraising and stewardship programs, to ensure donor satisfaction and increase retention rates. 

What You’ll Be Doing 

Donor Service 

• Provide exceptional donor service via phone and email, building trust and relationships.   

• Manage a large volume of incoming phone calls and emails.  

• Identify and assess donors’ needs to achieve satisfaction.  

• Maintain a calm, polite, and professional demeanor when interacting with donors.  

• Support inbound inquiries related to donations, tax receipts, mailing lists, Parkinson Canada fundraising campaigns and events, donor communication preferences, corporate matching gifts, general account maintenance, and more.  

• Accurately and efficiently take donations over the phone and update donor contact/donation information utilizing internal CRM systems.  

• Implement our new donor and monthly donor journeys, including all related phone, email and mail touchpoints and data entry.  

• Provide accurate, valid and complete information to internal and external constituents using the appropriate methods and tools.  

Tribute Giving Program  

• Oversee our Tribute Giving Program, including all related gift acknowledgments, tax receipting, and stewardship.  
• Follow and contribute to the development of communication procedures, guidelines and policies related to donor care.   

Program Support  

• Collaborate with teams across the organization to identify and improve internal processes to improve the donor experience.   

• Support the broader Philanthropy and Events team with cultivation, solicitation and stewardship calls and initiatives, as required.  
• Support the Major Gift, Legacy, and Events portfolios by responding to and triaging incoming inquiries, tracking RSVPs for special events, and other activities to engage and steward these key constituent groups.  

Online Donation Support  

• Monitor incoming online donations to support the team in identifying prospects and conduct prospect research as required to support pipeline growth and development.   

• Provide coaching and guidance to other frontline staff and volunteers who interact with donors, prospective donors, and event participants, to ensure we are all working together to provide a consistent experience and excellent service.  

• Support the development and refinement of donor-facing communications, such as donor FAQs, donation forms, Tribute materials, and more, incorporating the feedback of our community and best practices.  

• Actively contribute to our culture of justice, equity, diversity, and inclusion.   
• Other duties as assigned.  

Additional Accountabilities  

• All phone and email inquiries are responded to within two business days.  

• Improved donor/customer service metrics, including response time and first call resolution.   

• Accurate data entry to improve donor experience and reporting.   

• Growth of our behavior-based donor relations program, to improve donor retention.  

• Understanding of our fundraising policies and the Donor Bill of Rights, to best represent our organization and build trust.  

• Team is supported to meet performance goals.  

Qualifications 

Education and Experience Requirements:  

• Proven customer support experience.  

• Demonstrated ability to answer telephone inquiries using a professional and courteous manner.  

• Familiarity with constituent relationship management (CRM) systems and practices.    

• Ability to speak in French and English is an asset.  

Core Competencies:  

• Highly developed customer service, communication, and problem-solving skills.    

• Ability to adapt/respond to different types of inquiries, communication styles, and personalities.  

• A high degree of thoughtfulness and professionalism to build relationships with a wide range of constituents.  

• Strong written and oral communication skills.  

• Ability to handle sensitive information with discretion.  

• Superior organization skills and attention to detail.   

• Ability to handle multiple tasks and meet competing deadlines.  

• Ability to learn quickly and excel in a fast-paced environment.  

• Understanding of basic financial and accounting principles.  

• Results oriented, with a commitment to excellence.   

• Proficiency in Microsoft Suite, including Teams.  

• Proficiency in Raiser’s Edge, Luminate Online, and/or comparable online fundraising and nonprofit marketing tools.  

Salay Range: $46,000-$50,000 CAD  

How To Apply 

If you are passionate about improving the lives of Canadians living with Parkinson’s through a fulfilling career with plenty of opportunity to grow, then this role is for you.  

Please send your resume, along with salary expectations to human.resources@parkinson.ca. Alternatively, you can apply via Linkedin using the “Apply Online” option to the right.

Please quote Reference #[ADC-0325] 

Parkinson Canada will provide accommodations throughout the recruitment and selection and/or assessment process to applicants with disabilities. We thank all candidates for their interest, however, only those selected for interviews will be contacted. Please indicate accommodations as required if contacted. 

Please note that the successful candidate will be required to pass a standard Criminal Record Check.