Job Summary

The Donor Care Specialist will contribute to the overall success of Wounded Warrior Project and the Resource Development team by ensuring we provide an unparalleled donor experience. This includes communication, managing vendors, monitoring databases and service levels, and providing information and reporting on all areas of Resource Development on a regular basis. The Donor Care Specialist will also be responsible for championing the identification of donor service experience improvements, training teammates on database functionalities and enhancements.

Essential Duties & Responsibilities

  • Ensure the delivery of an unparalleled donor experience.
  • Assist Resource Development team in identifying, developing, and improving processes that enhance the donor experience leading to greater donor loyalty and support
  • Maintain and enhance quality assurance programs to ensure donor service levels are being met
  • Analyze data and make recommendations to improve processes or system enhancements
  • Receive and respond, in a timely manner ,to all donor requests via phone, email, and mail providing the donor with an unparalleled donor experience
  • Provide all necessary reporting for Resource Development
  • Streamline all databases to ensure consistent reporting
  • Execute and enhance training programs for teammates and vendors
  • Create reports based on donor data and requests
  • Manage vendor relationships
  • Monitor data and service levels ensuring accuracy
  • Motivate/facilitate donors to maximize fundraising
  • Develop and maintain a broad knowledge of the Resource Development team and Wounded Warrior Project
  • Implement and manage new projects while ensuring that data hygiene is maintained
  • Complete special projects as assigned
  • Other related duties as assigned

Knowledge, Skills & Abilities

  • Highly motivated, fast-paced, passionate, and creative team player with demonstrated commitment to the organization
  • Ability to communicate with diverse personalities in a tactful, mature and flexible manner
  • Demonstrated ability to remain flexible and work within a collaborative and team oriented environment
  • Excellent organizational and time management skills with a strong attention to detail and the ability to prioritize effectively
  • Ability to take initiative, display sound judgment, problem-solve, and effectively troubleshoot
  • Excellent verbal/written communication skills and highly effective interpersonal skills
  • Able to communicate with diverse personalities in a tactful, mature and flexible manner
  • Ability to take initiative, display sound judgment, problem-solve, and effectively troubleshoot
  • Excellent verbal/written communication skills and highly effective interpersonal skills
  • Familiarity with donor databases and CRM systems
  • Mission driven, guided by core values, and a pleasure to work with

Education & Experience Requirements

  • Bachelor’s Degree required. A minimum of 6 years relevant work may be considered in lieu of the degree
  • Minimum of four (4) years of experience in non-profit or customer service required
  • Minimum of three (3) years of experience in the use of Microsoft Office programs required
  • Minimum of three (3) years of experience with donor and /or customer data bases and CRM Systems required

Certifications & Licensure

  • NA