Manager, Supporter Care

The Supporter Care Manager is responsible for providing premium service (telephone and written) to existing donors and prospects regarding IRC programs and specific account information. This position accurately captures inquiries and comments from donors and prospects. A Supporter Care Manager will employ a consultative, personal, and professional approach to attract and retain donors while serving as a voice of the program and donor.

The Supporter Care Manager reports to the Associate Director, Supporter Care

Major Responsibilities:

- Responding in a timely manner to incoming calls and correspondence from donors and prospects. Provide premium service to donors and prospects by providing accurate information, engaging in active listening and presenting oneself in a non judgmental and professional manner - Ensure all information gathered on donors and prospects is accurately entered into Salesforce. Research and resolve donor issues within the identified timeframes; interact with internal and external resources; continually monitors account activity, and communicate status to donors, in accordance with established guidelines - Have a strong awareness of the appropriate levels of approvals that are needed by senior staff for certain transactions and communications. Maintain and communicate a good level of donor programs and information needed to support Donors, filter questions posed by prospective donors determining individual needs, positioning IRC benefits to appropriate match the identified needs and handling objections and questions - Use good decision making on when to involved senior staff in elevated situations. Recommend improvements to enhance workflow procedure and to create greater efficiencies. Cultivate and build relationships with donors by proactively managing the relationships (i.e outcalls, letters, tracking and email) and positioning IRC benefits of transparency, easy to work with and personalized service. Handle follow up activities with client consistent with stated criteria. - Support the extended phone coverage hours as needed. Support the business planning initiatives by working together with other departments. Attend and participate in all relevant meetings and training sessions. Positively influences and supports the organization in meeting supporter care team objectives. Participate and perform other job related duties as assigned.

Job Requirements

Education and Experience

- Bachelor’s degree or equivalent three years of experience. - Exceptional client-relation skills required. - Ability to interact professionally with external and internal clients. - Strong attention to detail. - Exceptional telephone etiquette and communication (oral and written) skills. - Strong organizational and time management skills. - Ability to work independently with minimal supervision. - Flexibility and adaptability to changing work environments. - Dedication to the mission and values of the International Rescue Committee.

Working Environment:

This role may work remotely, hybrid, or in-person full time. Some occasional travel may be required. If remote, applicants must have a home or alternate workspace they can effectively complete their work from during regularly scheduled hours.

Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

Gender Equality: IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days (depending on role and tenure), medical insurance starting at $145 per month, dental starting at $7 per month, and vision starting at $5 per month, FSA for healthcare, childcare, and commuter costs, a 403b retirement savings plans with up to 4.5% immediately vested matching contribution, plus a 3-7% base IRC contribution (3 year vesting), disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.

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