Donor & Constituent Care Specialist

February 10, 2023
Posted by: humanitarianweb
Category: Humanitarian Jobs

Closing date: 30 Mar 2023

POSITION SUMMARY:

HIAS seeks a Donor & Constituent Care Specialist to support Customer Care services, including a hotline. This role will report to the Customer Care Manager. The ideal candidate has strong customer service experience and approaches their work with kindness, patience and understanding.

Note, this position is a hybrid role based at our office in Silver Spring, Maryland, and will be required to work 3 days/week in the office and 2 days/week remote.

ESSENTIAL FUNCTIONS:

Supports HIAS’ Customer Care services, including the hotline and the external call center service provider, with a customer service culture of kindness, patience and understanding.
Helps to maintain knowledge base of standard answers to common questions (FAQs) asked about HIAS, engaging internal subject matter experts for input; liaises with staff who assist with monitoring incoming inquiries in order to offer appropriate, accurate, on-brand responses.
Supports efforts in monitoring the info@hias.org, development@hias.org and the Planned Giving email inboxes, voicemail boxes and serves as a point of contact for information inquiries.
Oversees use of customer service software platform; evaluates inquiries received (source, subject, negative/positive and outcome), analyzes results and reports on metrics to relevant stakeholders.
Ensures all information received is documented and communicated accurately and promptly.
Updates donor information in Raiser’s Edge as needed.
Assists with testing HIAS.org features and functionality for donors and website users to determine efficacy of efforts.
Performs other duties, as necessary.

QUALIFICATIONS & REQUIREMENTS:

Undergraduate degree preferred.
3-5 years of relevant experience.
Second language fluency preferred.
Exceptional customer services skills; excellent written and verbal communications skills.
Operates with a problem-solving mindset and a proven record of successfully resolving issues to the constituent’s satisfaction.
Ability to prioritize and multi-task projects in a fast-paced environment.
Ability to maintain composure and convey a positive attitude while interacting with clients, beneficiaries and coworkers.
Strong cross-cultural skills, with an interest in human rights and social justice.
Detail-oriented, independent and reliable.

EXTERNAL REPRESENTATION:

All employees are expected to represent the organization in alignment with HIAS’ mission, vision and values. Some employees of HIAS are expected to speak externally on behalf of the organization with clients, donors, affiliates, partners, etc. as part of their work-related responsibilities. Applicants for these roles acknowledge and accept the inherent risk associated with external representation of HIAS.

HIRING PROCESS:

We are committed to a fair and respectful hiring process, and we do our absolute best to respond to every applicant. We prioritize communication and transparency with all candidates, even those who are not moving forward. Here’s a snapshot of our hiring process:

Step 1: Submit your application!

Step 2: Phone screen with a HIAS recruiter.

Step 3: Video interview with the hiring manager.

Step 4: Video interview with a panel of HIAS employees.

Step 5: Online reference check with SkillSurvey.

Step 6: Offer and background check with Shield Screening or ESR.

Step 7: Start your professional journey with HIAS!

Note: Some of our hiring processes may vary, and not all candidates will advance to each step.

ABOUT US:

Over one hundred years ago, the Jewish community founded HIAS (originally the Hebrew Immigrant Aid Society) in New York City, the immigrant gateway to America. Supporting Jews fleeing persecution and poverty in Eastern Europe, our founders were guided by the traditions, texts and history of the Jewish people—a history of oppression, displacement and diaspora. HIAS has since helped generations of Jews facing violence because of who they were, and HIAS remains committed to helping Jewish refugees anywhere in the world. Today, our clients at HIAS come from diverse faiths, ethnicities and backgrounds, as do our staff. We bring our experience, history and values to our work across five continents, ensuring that refugees today receive the vital services and opportunities they need to thrive.

HIAS is a learning community, committed to diversity and inclusion. We do our work with integrity, accountability, transparency and a commitment to the highest ethical standards. We seek employees from diverse backgrounds and life experiences to join our teams located in the United States and across the globe. People who identify as BIPOC, people with disabilities, people from the LGBTQ+ community and people with lived experiences of forced displacement or immigration are all encouraged to apply. We are committed to building a diverse workforce that reflects our vision, mission and values.

VISION:

HIAS stands for a world in which refugees find welcome, safety and opportunity.

MISSION:

Drawing on our Jewish values and history, HIAS provides vital services to refugees and asylum seekers around the world and advocates for their fundamental rights so they can rebuild their lives.

VALUES:

Welcome • Acogimiento • Hospitalité • Hachnasat Orchim

We Welcome the Stranger

Justice • Justicia • Justice • Tzedek

We Pursue Justice

Empathy • Empatía • Empathie • Chesed

We Approach our Clients with Empathy

Partnership • Compañerismo • Coopération • Chevruta

We Believe in Changing the World through Partnership

Courage • Coraje • Courage • Ometz

We Act with Courage to Build a Better World

Resilience • Resiliencia • Résilience • Ruach

We Adapt and Thrive, Continuously Demonstrating our Resilience

DIVERSITY:

HIAS is committed to a diverse and inclusive workplace. As an equal opportunity employer, all qualified applicants will be considered for employment without regard to race, color, national origin, ethnic background, ancestry, citizenship status, religious creed, age, sex, gender, sexual orientation, physical disability, mental disability, medical condition, genetic information, marital status, registered domestic partner or civil union status, familial status, pregnancy, childbirth, military status, protected veteran status, political orientation or other legally protected status.

SAFEGUARDING:

HIAS is committed to the protection of children, vulnerable adults and any other person from any harm caused directly or indirectly due to their coming into contact with HIAS. We will not tolerate sexual exploitation, abuse or any form of child abuse or neglect by our staff or associated personnel. Any candidate offered a job with HIAS will be expected to sign and adhere to HIAS’ Code of Conduct and Safeguarding policies. All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records. HIAS also participates in the Inter-Agency Misconduct Disclosure Scheme. In line with this Scheme, we will request information from job applicants’ previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. Likewise, HIAS will share this information when other organizations inquire about current and former HIAS staff as part of their recruitment process. By submitting an application, the job applicant confirms their understanding of these recruitment procedures.