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Bilingual Donor Support Representative

This position provides customer service in a timely and efficient manner to donors, sponsors, contributors, and adjoining teams at Plan International USA - contributing to sponsor and donor satisfaction.  This includes printing responsibilities, communications processing, and ChildData/document management

Responsibilities:

Printing Operations/Fulfillment

  • Printing operations include daily, weekly and monthly print of letters/kits/packets mailed to our donors/sponsors. (timely and accurate mailing to customers is critical)
    • Thank you letters
    • Billing Statements
    • Arrears Letters
    • Discontinuance Letters
    • Retention Post Cards
    • Sponsor Child Update Packets
    • Birthday Reminders – outsourced to Image Printing
    • Sponsorship Guide – outsourced to Data Papers
    • Address Labels for SCU packet and Child Letters mailed to sponsors
    • Face2Face welcome packets
  • maintains inventory and handles paper stock and special forms as needed for specific jobs
  • completes other printing requirements as needed

Outsourcing of Sponsorship Guide

  • check Salesforce reports for absolute accuracy
  • export kit files in excel documents from CRM
  • proof all PDFs before being mailed by outsourcing company

Child Data Imports

  • managing daily downloads in Salesforce from ChildData Imports of SCUs/SCUs
  • review new SCIs, SCUs and updated SCIs received from the field for absolute accuracy and accept to CRM
  • correct discrepancies and/or send NOI to field
  • retrieve, crop photos, print and manage SCI, SCU and SCI updates for distribution of mailing

Coordinate volunteer services

  • organizes work for volunteer activities
  • assigns work to in-house volunteers, monitor quality, and provides feedback
  • provides supplies and other support needed by the volunteers to do their work
  • track volunteer hours and informs volunteer agency on a monthly basis
  • collect CBC and applications from volunteers and upload to Sharefile HR

Communications

Assist with the management of correspondence to/from sponsors and sponsored children by reading and reviewing all communication content for absolute accuracy before accepting to CRM

Child Letters

  • opens, prepares, and distributes international mail packets (child letters) from Countries
  • separate final letters and current letters – match final letters to CMSC or document in clients account
  • data entry of child communications by type into CRM
  • label envelopes and match child communications with labeled envelopes
  • archive in client accounts in CRM as needed

Sponsor Letters

  • researches field and sponsor documents to determine appropriate destination
  • data entry of sponsor communications by type into CRM
  • pick up sponsor communications from Donor Relations, check for data entry in CRM
  • file sponsor letters by Program Unit in preparation for international mail

Web Downloads – Backup Support

Assist in maintaining weekly downloads of web letters/postcards and e-mail from sponsors

Web Letters

  • download and print by field office in preparation for international mail
  • data entry of sponsor communications into CRM
  • file sponsor letters by Program Unit in preparation for international mail

E-Letters

  • maintain daily emails in the USNO Child Letters Folder
  • forward sponsor emails to field office
  • data entry of sponsor communications in CRM
  • file sponsor letters by Program Unit in preparation for international mail

CMSC/CMGC Processing –Backup support

Assist with download of cancellations from Salesforce Imports

  • Download and print CMSC/CMGC and check for any discrepancies
  • Send NOI to field with discrepancies
  • Match final child letters (FWL) with CMSC

Education and Experience:

  • Associate's degree and/or 2-3 years equivalent/similar work experience. Salesforce knowledge a plus.

Skills, Knowledge, Abilities

  • Spanish/English translation
  • Ability to convert written correspondence from Spanish to English
  • Excellent numeric data entry and math skills
  • Technical knowledge of printing services
  • Ability to work cooperatively and collaboratively within team and across the organization
  • Ability to effectively communicate orally and in writing
  • Excellent organizational skills
  • Customer-focused
  • Ability to prioritize various responsibilities as they relate to daily work activities
  • Excellent computer skills including Word, Excel and Outlook
  • Ability to use FAX, copier, letter opener, label machine, calculator, folding machine
  • Ability to lift large boxes up to 25 - 50 pounds
  • Ability to work extra hours as needed
  • Excellent interpersonal skills
  • Ability to link own job responsibilities and overall organizational goals and needs, and to perform the job with broader goals in mind
  • Ability to keep one’s emotions under control when faced with opposition, pressure, and/or stressful situations
  • Ability to employ active listening techniques, to ensure complete understanding
  • Ability to be flexible and to easily shift gears
  • Ability to make decisions independently

Physical and Mental Demands

  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job

Work Environment

  • Typical office environment

Key Interactions:

Within Plan International USA

  • All other Plan International USA team members
  • Volunteers
  • Sponsors and donors

Within the Global Plan World

  • Field Offices
  • International Headquarters

Outside Plan

  • Vendors/suppliers
  • Volunteer agencies

 

Plan International USA 
Location: WarwickRI 02886
Document ID: AC033-43II  
Job Type:  Regular

Job Schedule: Full-time


Posted on: 2018-01-2501/25/2018
Will not pay relocation expenses
2018-02-24
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