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Senior Associate, Supporter Relations

unlimited holidays - extra parental leave - fully flexible

Remote:

Full Remote

Contract:

Full time

Salary:

54 - 64K yearly

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

Minimum 3 years in customer service roles, Proficient in Microsoft Office Suite, Strong mathematical aptitude, Excellent written and verbal communication skills.

Key responsabilities:

Respond to communications promptly and professionally
Investigate donor transactions and activities
Monitor and track data for reporting purposes
Collaborate with teams for inquiry direction
Ensure database accuracy and cleanliness

Sandy Hook Promise Non-profit Organization - Charity SME http://www.sandyhookpromise.org/

51 - 200 Employees

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Job description

Senior Associate, Supporter Relations

About Sandy Hook Promise
Sandy Hook Promise (SHP) is a national nonprofit organization with a mission to end school shootings, and create a culture change that prevents violence and other harmful acts that hurt children. Through its life-saving evidence-informed Know the Signs prevention programs, SHP educates and empowers youth and adults to recognize, intervene, and get help for individuals who may be socially isolated and/or at risk of hurting themselves or others. SHP is a moderate, bipartisan organization that supports sensible policy solutions that address the human side of gun violence and make schools safer.

SHP is led by several family members whose loved ones were killed in the tragic mass shooting at Sandy Hook Elementary School on December 14, 2012.

Commitment to Racial Justice, Equity, Diversity, and Inclusion
SHP strives to ensure its culture and work environment reflects the values of race, diversity, equity, and inclusion (REDI) and is responsive to the views and issues of the diverse communities with which we live and work. SHP encourages individuals who have demonstrated a commitment to equity and inclusion to apply.

About the Role
The Senior Associate, Supporter Relations will play an instrumental role in ensuring timely and effective across essential inbound communication channels. They will often serve as the primary point of contact for donors, supporters, advocates, students, and other individuals following their interaction with Sandy Hook Promise (SHP) through email, text messages, media coverage, and/or visits to SHP’s website and social media channels. This role will require a high degree of patience, empathy, and a sincere commitment to assisting individuals in connecting with our mission.

The Senior Associate, Supporter Relations will guide individuals in understanding SHP’s programs, advocacy initiatives, and research, while also assisting with the adjustment of communication and donation preferences. When necessary, they will also help direct individuals to the appropriate staff members. This person will report to the Supporter Relations Manager.

Location
We are a U.S. based organization and most of our staff work remotely. Due to the nature of this role, there will be a 10% travel requirement on an as needed basis.

Job Responsibilities Include (but are not limited to)

Respond promptly and professionally to all communications, including emails, SMS, and phone calls, addressing resource and information requests, donation cancellations, refunds, and other transactional inquiries.
Investigate donor transactions and activities across various platforms to support donor relations and meet internal reporting requirements.
Monitor and track daily/weekly data for reporting purposes and to identify donor trends and activities.
Collaborate with teams to ensure inquiries are directed to the appropriate staff member for response.
Assist with community support requests, social media inquiries, and online store orders.
Ensure the accuracy and cleanliness of the database.
Support the manager in implementing operational improvements to processes and protocols.
Perform additional duties assigned by the Supporter Relations Manager, with the Associate VP of Communications.

Desired Skills and Experience

A minimum 3 years' experience in public-facing customer service roles required
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.) and strong mathematical aptitude are essential.
Solutions-oriented, with the ability to resolve issues positively and maintain a calm demeanor during supporter/donor interactions, including de-escalating challenging situations.
Skilled in navigating communication platforms and customer service tools to process and track requests, while also demonstrating critical thinking to identify trends and suggest process improvements.
Excellent written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong organizational skills with attention to detail.
Comfortable turning feedback into actionable steps and willing to assist wherever support is needed.
A commitment to SHP's vision and values.

Benefits and Salary Range
The salary range for this position is $54,000-$64,000.
(SHP follows a strict internal rubric to help guide salary placement and ensure equitable pay amongst new hires and current staff. New hires should expect to be brought on at the start of the range, except in extenuating circumstances.)

SHP offers a competitive benefits package, including:
- Unlimited PTO
- Flexible schedules
- Paid holidays and 10 days sick leave
- Paid parental leave
- Health, dental, and vision
- Employer paid life insurance and short- and long-term disability
- 401k match
- Professional development stipend
- Wellness & mental health support
- Employer Paid Employee Assistance Program.

Our organization operates within a distributed workforce, allowing for location flexibility across the country for most positions. We provide remote office support for all staff, which includes a laptop, home office reimbursement, monthly Wi-Fi reimbursement up to $40, and monthly cell phone reimbursement up to $50.

Additional Instructions

Internal applicants have until Monday, February 17, 2025 to submit their application. Please contact HR once you have applied.
All other applicants have until Monday, March 10, 2025 to apply.

Equal Opportunity Employment
SHP is proud to be an equal opportunity employer. We strive to be an employer of choice: where a diverse mix of talented people want to come and do their best work. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status, or any other protected characteristic. We are focused on promoting diversity, multiculturalism, and inclusion and believe deeply in having a workforce comprised of people of all beliefs and backgrounds who seek to prevent gun violence and stop the tragic loss of life. Members of all under-represented groups are encouraged to apply.