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Company: Operation Smile, Inc.
Contact Person: Human Resources
Phone Number: 757-321-7645
Email: osi.recruiting@operationsmile.org
Street Address: 3641 Faculty Blvd
City: Virginia Beach
State: VA
Zip Code: 23453
Job Description/Title: Bi-lingual Donor Relations Specialist
Job Details:

Operation Smile, headquartered in Virginia Beach, Virginia, is an international children’s medical charity with a presence in more than 60 countries, whose network of more than 5,400 medical volunteers from over 80 countries is dedicated to helping improve the health and lives of children. Since its founding in 1982, Operation Smile has provided more than 200,000 free surgeries for children and young adults born with cleft lip, cleft palate and other facial deformities. To build long-term self-sufficiency in resource poor environments, Operation Smile trains doctors and local medical professionals in its partner countries so they are empowered to treat their local communities. Operation Smile also donates medical equipment, supplies and provides year-round medical treatment through its worldwide centers.

All interested applicants should apply online at www.operationsmile.org/get_involved/careers.

General Description:

The Bilingual (English / Spanish) Donor Relations Specialist effectively and efficiently builds strong relationships with Operation Smile donors. The Specialist will make sure that donors receive the information and materials necessary to ensure a long lasting relationship with Operation Smile. The Specialist will establish this relationship through answering donor questions and requests, reconciling donor problems, notification of credit card declines, as well as delinquent donations, and implement policies and procedures to acquire and retain present as well as future donors of Operation Smile.

Core Competencies Required:

• Interpersonal Savvy

• Listening

• Dealing with Ambiguity

• Written Communications

• Time Management

• Priority Setting

• Customer Focus

• Compassion

• Integrity and Trust

Essential Functions:

• Receive donations by various methods including telephone, through processed direct mail, appearing in person to accept donations for Operation Smile and other donation acceptance methods.

• Answer all incoming Donor calls and donation related questions.

• Answer all information requests by letter and email sent in by prospective Donors.

• Professionally handle reconciling Donor problems and concerns in a timely fashion.

• Assist with small Fundraising requests by prospective Donors, including appropriate follow-up.

• Place calls to Donors whose credit card has been declined or is due to expire to facilitate retention of donor.

• Place delinquency calls to Donors who have fallen behind or are excessively delinquent in their promised donations.

• Resolve & respond to kickbacks from Keying and Caging Vendor.

• Correct information or merge duplicate records in the database during resolution of Donor requests.

• Assist with annual Holiday card and Annual Report mailing to Operation Smile’s Donor list.

• Place Thank You calls to Donors who have donated between $240.00-$2,499.00.

• Review and recommend updates to Donor letters with appropriate Fiscal year information.

• Review Spanish versions and recommend updates to Donor letters with appropriate Fiscal year information.

• Translate documents from English to Spanish and Spanish to English.

• Track daily activities and calls that cannot be entered into database for weekly and monthly reporting purposes.

• Follow-up with OneSmile webpage donors weekly.

• Accept additional projects and responsibilities as necessary.

Experience Required:

• At least one year professional customer service experience.

Characteristics/Skills Required:

•  At least one year professional customer service experience, call center experience preferred

•  Fluent in both English and Spanish. High level of oral and written communication skills in both languages.

•  Donor focused, dedicated to meeting & exceeding the expectations of our donors

•  Self-directed & highly motivated, capable of working independently and with team members, with minimum supervision during work day.

•  Excellent interpersonal communication and listening skills.

•  Ability to remain calm, dignified and composed in order to handle pressured or difficult situations.

•  Posses high level of integrity and trustworthiness; able to handle information in an appropriate, confidential and helpful manner.

•  Ability to write clearly and succinctly in a variety of settings and styles.

•  Detail oriented and well organized, able to meet deadlines and close-in requests.

•  Learns quickly when facing new problems, open to change, seeks solutions and enjoys challenges.

•  Solid problem solving skills, uses logic and methods to solve difficult problems, probes all sources for answers and looks beyond the obvious.

•  Possess effective time management skills, values time and focuses on priorities.

•  Functional/Technical Skills: MS Office- Excel, Word and Outlook, Raiser’s Edge knowledge a plus.


Changed at: 3/10/2015 8:44 AM Changed by: Human Resources
Created at: 3/10/2015 8:44 AM Created by: Human Resources
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