Coordinator, Supporter Relations

SUMMARY  

USA for UNHCR is seeking a compassionate, detail-oriented, and adaptable Coordinator, Supporter Relations to deliver best-in-class customer service to donors, partners, prospects, and community members across multiple communication channels. This role is central to ensuring supporters receive timely, accurate, and empathetic responses to inquiries related to gifts, accounts, and programs, while reinforcing trust in USA for UNHCR’s mission and impact. The Coordinator will manage web-based communications and case resolution using Salesforce, support rapid-response fundraising efforts during humanitarian crises, and contribute to supporter retention and engagement. In addition to direct supporter support, this position plays a key role in maintaining strong data hygiene, analyzing supporter sentiment and feedback, and sharing insights that inform data-driven decision-making and continuous improvement across the organization. 

In addition to direct supporter engagement, the Coordinator, Supporter Relations supports internal stakeholders by tracking, reporting, and analyzing customer service data to inform organizational decision-making and continuous improvement. This role operates in a fast-paced, crisis-driven environment and requires the ability to quickly pivot priorities, manage high volumes of multi-channel inquiries, and activate timely support for Development teams in response to displacement emergencies. The Coordinator also contributes to the collection and synthesis of supporter sentiment through surveys and unsolicited feedback, with opportunities over time to participate in expanded feedback initiatives such as focus groups and other engagement methods. 

This is a customer service role with a primary focus on web-based communications and case management, using the Salesforce case management platform.  

ESSENTIAL DUTIES AND RESPONSIBILITIES  

Direct Supporter Relations (80%)  

• Answers inbound supporter requests through phone, email, web submissions, SMS and vendor escalations, taking prompt and appropriate action with each inquiry and providing accurate, clear information to address supporter questions or concerns
• Assists supporters with making donations, updating gift/payment information, answering questions and addressing concerns in a highly professional, personalized and empathetic way.
• Exercises sound judgement and adherence to protocol to escalate cases (supporter requests) when appropriate.
• Maintains confidentiality and compliance in working with personally identifying information (supporter data) at all times.
• Performs general updates to constituent and gift records in the database.
• Prioritizes supporter retention by offering approved alternative options to recurring gift cancellation requests.   
• Provides accurate and concise contact notes, that clearly summarize supporter’s request, actions taken and ultimate resolution for each inquiry.
• Recognizes and maximizes opportunities to deepen conversations with supporters by asking follow-up questions and engaging in conversation toward greater understanding of supporters’ anxieties, frustrations, inspirations and motivations.
• Other duties as assigned.  

Internal Operations and Quality Control (20%)  

• Follow business rules and policies for data collection and entry, maintaining strong data hygiene standards. 
• Review personal and vendor-generated work and makes corrections as needed to maintain data accuracy. 
• Regularly collect supporter preferences, feedback, customer satisfaction and sentiment/mood data on a regular basis using the Salesforce CRM platform. Synthesize these findings and share insights  to support data informed decisions across the organization.
• Actively identify trends in supporter requests and sentiment data to mitigate issues and/or identify opportunities in real-time. 
• Proactively identify opportunities for supporter testimonials and supporter follow-up regarding further engagement.
• Other duties as assigned. 

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

EDUCATION and/or EXPERIENCE  

• High school diploma or equivalent; Associate's degree a plus.
• At least 2 years of customer service experience in non-profit or related setting, with strong emphasis on phone and email engagements: additional years of experience can substitute the educational requirement. 
• Strong active listening skills and demonstrated ability to diffuse tense or difficult situations. 
• Genuine desire to communicate with people and help solve problems/questions; enjoys communicating by phone and email.  
• Demonstrates a high degree of customer service to internal and external stakeholders.  
• Ability to quickly learn new software and absorb organizational and programmatic content.  
• Experience with fundraising CRMs, preferably Salesforce NPSP and Salesforce Service Console is a plus. 
• Efficient work style, with strong attention to detail.  
• Proficiency in Microsoft SharePoint, Word, Excel and Outlook. 
• Ability to collaborate with peers and take direction from leadership to accomplish tasks. 
• Ability to be a quick and eager learner.  
• Demonstrates passion and the willingness to go the extra mile to provide stellar customer service experiences. 
• Demonstrates passion for USA for UNHCR’s mission through previous academic work, extra-curricular or civic society membership, and/or personal and professional experience.  

WORK LOCATION   

Hybrid + Washington, DC + may also involve travel to some locations within the company’s region of operations and select donor locations.  

COMPENSATION 

$33.00 - $38.88 

DISABILITY SPECIFICATIONS  

USA for UNHCR will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.  

USA for UNHCR is an Equal Opportunity Employer. Refugees and all other protected classes are encouraged to apply.