The Heart and Stroke Foundation
Life. We don’t want you to miss it.TM
That’s why Heart & Stroke leads the fight against heart disease and stroke. Powered by donors and volunteers, we fund life-saving research and help Canadians lead healthier lives. Heart & Stroke is a health charity active in communities across the country. We are sustained by the commitment and generosity of more than 30,000 volunteers and more than 1 million donors.
The Coordinator, Donor Service is responsible for responding to donor and supporter inquiries related to the national Direct Mail and Ontario Lottery programs. This position supports these teams by handling donor service escalations to ensure positive constituent experiences. They must work collaboratively and cooperatively with other central teams and vendors (Direct Mail, Lottery, Community Engagement, Deloitte, etc.).
Handles internal and external donor service escalations and miscellaneous inquires via telephone, mail and email within established service level timelines.
Actions donor contact preference requests within established service level timelines.
First point of contact for multiple online ‘contact us’ inboxes for specific donor segment (monthly donors, direct mail email campaign responses, general inquiries).
Contacts donors in the case of missing or inaccurate information and corrects the database accordingly.
Passes along planned giving leads to appropriate provincial teams.
Services all special donor requests/inquiries to monthly donors, in memory donors and next of kin. This includes making requested changes to donor accounts, updating confidential financial information and answering any donation related questions.
Collaborates with Monthly Donor team to identify opportunities to improvement execution (i.e. Call Centre, Telemarketing and Door 2 Door).
Processes weekly In memory donor report and provides summary to next of kin upon request. Provides support and guidance to the external fulfillment team on how to process In memory mail exceptions.
Briefs fulfillment partner/call center partner and internal stakeholders on each campaign and identifies any ‘hot’ issues that may incite donor calls.
Maintains a list of standard public responses to FAQ, and shares as a reference tool to internal stakeholders and external call center.
Liaises with suppliers and internal departments ensuring that customer service fulfillment needs for the programs are met. This will include, coordinating reissue of tax receipts, issuing refunds, investigating charge-backs, fulfilling donor requests for greeting cards and any other premium fulfilments.
Reviews recorded calls received by the call center to ensure excellent customer service is provided and identify gaps in knowledge transfer and/or opportunity to enhance scripting to support current campaigns.
Processes courier and mail packages related to Direct Marketing & Lottery donor escalations and exceptions such as mailing donor letters explaining why their donation could not be processed (unprocessed donations), mailing various mail items requested by donor (holiday cards and other premium mail, donation forms, receipts), and mailing responses to donor letters.
Maintain department file of campaign samples, and competitive samples.
Maintains a current donor service manual containing best practice and business rules.
Sort Return to Sender and suppression mail, updating records as required.
Supports the training and delegation of tasks to volunteers.
Experience and Skills
Being bi-lingual is an asset
1-2 years customer service work experience.
Knowledge of conversational French (written & spoken) is a requirement.
Exceptional communication skills, both oral and written with the ability to communicate to all levels with confidence.
Extremely detail oriented and skilled in accuracy.
Excellent problem-solving skills experienced in issues resolution.
Able to work independently and as part of a team.
Able to remain calm under pressure; exhibits positive outlook.
Accurate follow through and problem resolution.
Flexibility and ability to adapt quickly to change.
Experience working in a fast-paced environment involving multi-tasking and critical deadlines.
Advanced organizations skills with the ability to identify key priorities.
Strong computer and record keeping skills with sound knowledge of PC applications Windows 7 environment (MS Word, Excel, PowerPoint, MS Outlook, and Adobe Acrobat), database, website content management and online reporting experience.