Planned Parenthood is the nation's leading provider and advocate of high-quality, affordable sexual and reproductive health care for all people, as well as the nation's largest provider of sex education. With more than 600 health centers across the country, Planned Parenthood organizations serve all patients with care and compassion, with respect, and without judgment, striving to create equitable access to health care. Through health centers, programs in schools and communities, and online resources, Planned Parenthood is a trusted source of reliable education and information that allows people to make informed health decisions. We do all this because we care passionately about helping people lead healthier lives.
Planned Parenthood Federation of America (PPFA) is a 501(c)(3) charitable organization that supports the independently incorporated Planned Parenthood affiliates operating health centers across the U.S. Planned Parenthood Action Fund is an independent, nonpartisan, not-for-profit membership organization formed as the advocacy and political arm of Planned Parenthood Federation of America. The Action Fund engages in educational, advocacy, and electoral activity, including grassroots organizing, legislative advocacy, and voter education.
Planned Parenthood Federation of America (PPFA) and Planned Parenthood Action Fund seek a dynamic and effective Coordinator to assist with a number of key department tasks, providing quality customer service. This job reports to the Associate Director, Donor Services in the Direct Response department of PPFA. The Donor Services team, within Direct Response, supports the Planned Parenthood Federation of America, Planned Parenthood Action Fund, and Planned Parenthood Federal PAC outreach and engagement efforts by providing outstanding supporter care to key external and internal constituents.
Purpose: The Donor Services Coordinator provides quality support to donors, affiliates, companies, and the general public. The Coordinator works with the Donor Services team to ensure that all donor communication is handled in a timely, effective and efficient manner. Serves as the main contact person for Tribute giving program, managing the day-to-day as well as tracks and reports its performance.
Delivery :
• Establishes quality supporter relations by handling donor-related issues and opportunities. Provides information in response to inquiries about the organization, specific donation concerns, and complaints. Manages fulfillment of tribute giving and produces regular lists to send cards to honorees via a third-party vendor. Produces reports and suggests changes based on data to improve the program.
• Captures and processes credit card donations as well as refunds over the phone and via mail.
• Ensures that donor records are properly maintained and coded with solicitation and contact preferences, address changes, name changes, and other donor preferences and updates.
• Assists with PAC and Action Fund compliance by contacting donors and confirming gift intent.
• Produces and sends duplicate gift acknowledgments for donors.
• Follows up with donors, colleagues, affiliates, vendors, and others to ensure that all inquiries have been responded to and resolved.
• Other projects and duties as assigned.
Engagement:
• As one of the first representatives of Planned Parenthood a supporter encounters, the Coordinator must be courteous, professional, friendly, articulate, knowledgeable, and work well within a team structure as well as independently.
• Interacts with donors via phone, mail, e-mail, and database case ticketing system. Processes and resolves issues, comments, and information requests on a timely basis to ensure donor satisfaction.
• May occasionally work extra hours if needed, sometimes with little advance notice.
Knowledge, Skills, and Abilities (KSAs):
• Bachelor's degree or equivalent experience.
• 1-2 years experience in development or customer service-related work.
• Exceptional customer service and telephone skills.
• Knowledgeable of diverse groups, experience working with a multicultural workforce, and sensitivity and appreciation of cultural differences are required.
• Strong written and verbal communication and interpersonal skills.
• Strong computer skills, including Microsoft Office products and Google Suite.
• Database experience is strongly preferred, and familiarity with EveryAction or Salesforce is a plus.
• Ability to analyze and solve problems.
• Good organizational skills, with excellent attention to detail and accuracy. Ability to multi-task and juggle multiple priorities.
• Able to work both independently and as part of a team
• Ability to handle stress and pressure with a pleasant and friendly style
TRAVEL: 0 - 5%
Total offer package to include generous vacation + sick leave + paid holidays, individual/family provided medical, dental and vision benefits effective day 1, life insurance, short/long term disability, paid family leave and 401k. We also offer voluntary opt-in for Flexible Spending Account (FSA) and Transportation/Commuter accounts.
We value a truly diverse workforce and a culture of inclusivity and belonging. Our goal is to attract qualified candidates and encourage applications from all individuals without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. We're committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
PPFA participates in the E-Verify program and is an Equal Opportunity Employer.
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*PDN-HR
Roles that are denoted as NYC, DC, or both will work a hybrid schedule, requiring 2-3 days per week in the office unless the role is denoted as onsite, which requires working onsite full time or 5 days per week.