Donor Services Support Coordinator in Hillsdale, Michigan at Hillsdale College

1. Assists contact center agents in answering gift questions.
2. Serves as a floor supervisor for Institutional Advancement Contact Center agents and PTEs.
3. Handles Donor Service call escalation- thoroughly knowledgeable in general donations, gift and estate planning, recurring gift programs, and receipts.
4. Proficient in Donation software and CRM-Raise Donors, Razor’s Edge, HubSpot, and Agent Portal.
5. Handles Donor Services email box.
6. Coaches and directs agents as necessary.
7. Serves as Quality Assurance supervisor for Institutional Advancement – audits and rates calls for Director guidance.
8. Monitors software and key operational metrics throughout the day.
9. Works in tandem with the Workforce Coordinator to ensure best-fit schedules.
10. Provide campaign feedback to the Director of the Contact Center.
11. Serves as a staff point-person for report communication to Institutional Advancement.
12. Assists the Director of Contact Center Operations with projects, process analysis, and project implementation as required.
13. Responsible for fulfillment reports for donor premiums.
14. Responsible for cataloging Brick donations and working with engraver and maintenance to lay bricks.

1. Self-starter, strong initiative, ability to work under tight timelines with minimal supervision
2. Strong institutional knowledgebase
3. Well-developed teamwork habits
4. Critical thinking and problem-solving skills
5. Excellent organizational skills
6. Ability to adapt and support change
7. Maintain a calm demeanor under daily stresses
8. Possess an understanding of the Institutional Advancement process and workflows
9. Maintain acceptable attendance record, be punctual, and meet deadlines
10. Possess a basic Systems Knowledge and Understanding
11. Must be proficient in office technology and computer software (Word processing, Excel, simple

• The position is largely sedentary.
• Ability to read, write, hear, speak, see, and communicate effectively.
• Ability to operate basic office equipment including, a photocopier, fax machine, adding machine, computer equipment, DVD player, display monitors, and the like.
• Occasional lifting of office supplies, booklets, etc. is necessary.

Required fields are indicated with an asterisk (*).

1. Resume
2. Cover Letter

1. Letter of Recommendation