Donor Relations Specialist

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The Wikimedia Foundation is looking for a Donor Relations Specialist to join our team, reporting to the Donor Services Manager.  As the Donor Relations Specialist, you will be responsible for handling a high volume of donor inquiries in multiple languages during our year-round global online fundraising campaigns. As the first line of contact between Wikimedia Foundation and tens of thousands of donors each year, this high-profile team is made up of professional communicators, who see each correspondence as a chance to positively engage donors and educate them about our mission. In this role, you will provide support to the Fundraising Operations team, responding to a wide range of donor inquiries using an online ticket-based customer service platform. In this position, you will be communicating with donors over email and also spend a portion of your time responding to questions and assisting English speaking donors over the phone. This remote, full time position offers flexible scheduling, however, in order to assist US based donors in a timely manner via telephone and email, we are looking for someone who is available to work hours that are compatible with the US/Western Hemisphere time zone.

You are responsible for:

  • Working with a global team of colleagues to respond to donor inquiries via email efficiently and professionally in multiple languages
  • Responding to donor inquiries and assisting donors via telephone in English
  • Acting as an ambassador for the Wikimedia Foundation brand and Wikipedia. As the first line of contact for tens of thousands of donors each year, interaction is done with an eye to making each correspondence a chance to positively engage donors
  • Acquiring a broad understanding of our macro responses and useful phrases, and when to appropriately apply each response, and using categorization systems to prioritize and tag inquiries based on needed data (donation issues, payment methods, country, language, etc.) in order to generate metrics.
  • Acquiring a broad knowledge base of the Wikimedia Foundation’s fundraising program, our payment methods, and our donation flows across different fundraising campaigns
  • Become proficient in Zendesk, CiviCRM database, multiple payment service provider portals and systems that are used
  • Acquiring a broad knowledge base of Wikimedia Foundation projects to efficiently respond to donor inquiries and educate our donors about Wikimedia’s mission and how Wikipedia works
  • Work with team leads to stay informed of Wikimedia Foundation, community, and media developments to efficiently answer any related donor inquiries
  • Problem solving for donors: investigating why donations failed, fraud, database issues, etc.
  • Administration of donor records, as needed, to ensure our donor base is up to date and accurate, with an eye to having each donor’s history of support accurately reflected in their record
  • Processing tasks, such as processing refunds, chargebacks, recovering stray donor replies in spam folders, among others.

Skills and Experience:

  • Willingness to learn a large and evolving knowledge base, and to deploy it creatively to solve problems and help donors
  • Consistently high level of attention to detail
  • Excellent communication skills in English and customer-service orientation
  • Experience with spreadsheets and a CRM database
  • Professional attitude and willingness to collaborate and maintain positive, respectful relationships
  • Excellent organizational skills, including the capacities to prioritize multiple workflows and frequently adapt to new developments
  • 3+ years related experience

Qualities that are important to us:

  • Flexible and open to change and new information
  • Comfortable working in a highly collaborative, consensus-oriented environment
  • Ability to work effectively in multiple cultural contexts

Additionally, we’d love it if you have:

  • Fluency in languages other than English, particularly French, Spanish, or Italian
  • Experience with non-profit fundraising or online payment processing
  • Interest in the global free knowledge movement, free / open-source software, and collaborative technology

The Wikimedia Foundation is…

…the nonprofit organization that hosts and operates Wikipedia and the other Wikimedia free knowledge projects. Our vision is a world in which every single human can freely share in the sum of all knowledge. We believe that everyone has the potential to contribute something to our shared knowledge, and that everyone should be able to access that knowledge, free of interference. We host the Wikimedia projects, build software experiences for reading, contributing, and sharing Wikimedia content, support the volunteer communities and partners who make Wikimedia possible, and advocate for policies that enable Wikimedia and free knowledge to thrive. The Wikimedia Foundation is a charitable, not-for-profit organization that relies on donations. We receive financial support from millions of individuals around the world, with an average donation of about $15. We also receive donations through institutional grants and gifts. The Wikimedia Foundation is a United States 501(c)(3) tax-exempt organization with offices in San Francisco, California, USA.

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