JOB SUMMARY: The Supporter Services Specialist works directly with CARE constituents to deliver information and customer service to individuals and organizations seeking to engage with CARE. These constituents are both domestic and international and include donors, prospective donors, organizations, and the public at large with which there will be daily, multi-channel interaction. Specialists are expected to be up to date with CARE’s mission and programs for timely and accurate response to donors in the normal course of business as well as to the public in the event of a global emergency. The specialist will work in Salesforce cases and key functions include: answering general inquiries, donor account research, donor account maintenance, sending tax receipts, updating/changing sustainer gift info and handling donor refunds. RESPONSIBILITIES: Supporter/General Public Response Responsible for responding to inquiries about CARE and its work from supporters or the general public. Contacts may be received from various channels including but not limited to: Call center, Salesforce Cases, Mass Market vendor reports and internal staff. Why is it done? To insure that donors’ or constituent’s requests are handled professionally and expeditiously thus resulting in a greater understanding of CARE’s work and a positive influence towards donations to the organization. This contributes to Fundraising and Marketing’s objectives in raising unrestricted funding. Respond to Supporter Request/Account Maintenance Respond to supporter requests for change in communication preferences, updates to account info, changes to their donation amounts//frequency/credit card info, liaison with call center for donors who want to make a new donations and process refunds when needed. The specialist reviews, updates, and maintains the accuracy and integrity of donor account records in CARE’s databases, and manages all these requests in Salesforce cases. Why is it done? This enables CARE to effectively serve its contributors. Based on donor requests, Specialists are responsible for updating donor account data, cultivation designations and contact preferences. Interactions with donors are noted as appropriate within the database(s). Non-donor related inquiries Respond to non-donor related inquiries regarding (but not limited to) CARE’s structure, finances, and programs as well as fundraising and volunteer opportunities. Why is it done? To provide the general public with information and an awareness of CARE’s global poverty fighting work thus encouraging participation and indirectly influencing charitable giving. Supporter/Gift Acknowledgement Fulfills requests for CARE literature and educational material, financial information, and donor acknowledgement correspondence such as tax receipts, honoree cards and certificates of appreciation. Why is it done? To provide potential and current donors with necessary information in order to make educated decisions about charitable contributions to CARE. Acknowledgements sent in response to donations promote positive impressions and may influence future gifts. Surge Support (As Needed) – During certain periods (such as EOY), departments within OPA such as Gift Processing may require additional support. QUALIFICATIONS: High school diploma; 2-years min college work 1-3 years in a service environment or inbound call center handling customer service, client/account management, or public relations. Proficiency with Microsoft Office programs. Proficiency with CRM or other database management systems Capacity to learn reporting or other software applications.

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements