Constituent Success Specialist (Remote)

March of Dimes leads the fight for the health of all moms and babies. We are advocating for policies to protect them. We are working to radically improve the health care they receive. We are pioneering research to find solutions. We are empowering families with programs, knowledge and tools to have healthier pregnancies. By uniting communities, we are building a brighter future for us all.

We are dedicated to hiring a diverse workforce that fosters opportunities for personal and professional development. We provide a collaborative and supportive environment built upon our fundamental core principles where each employee is valued. Join us in the fight for healthy moms and strong babies.

SCOPE:

The Constituent Success Specialist’s primary responsibility is to ensure exceptional customer experiences by addressing inquiries, facilitating resolutions, and providing support in a timely and efficient manner. This position plays a crucial role in building and maintaining a positive rapport between March of Dimes and its supporters.

RESPONSIBILITIES:

Ensure coverage of Customer Service/Service Desk requests within established Service Level Agreement timelines and maintain coverage of the inbound Customer/Donor Service phone lines for regular business hours. Escalate requests as appropriate.

Accountabilities include:

• Process credit card transactions for donations and invoice payments
• Tax Acknowledgment Letters/Receipts
• Updating constituent Communication Preferences in CRM
• DIY campaign platform customer service
• Monthly donation updates
• Online Catalog inquiries
• Polio era and archives questions
• Requests for support resources and financial aid
• Tributes and memorials
• Work closely with the Finance Planning & Analysis and Accounts Receivable teams, the OFT Help Desk team, and the Direct Marketing team.

Speak comfortably about the pillars of the March of Dimes mission and provide thoughtful, mission-focused answers to FAQs.

Communicate across departments and make timely introductions to staff partners for volunteer opportunities and engagement events. 

Contribute to Constituent Success team goals and identify areas of improvement.  

QUALIFICATIONS:

• 1+ years previous experience
• High school diploma
• Excellent written and verbal communication skills.
• Ability to provide resolutions under tight time constraints.
• Strong ability to work independently and within a team environment.
• Experience managing multiple simultaneous projects and assignments.
• Strong prioritization and time management skills.
• Experience using Microsoft 365 programs and apps.

March of Dimes is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).