Supervisor, Donor Services

Job purpose

The mission of the Tunnel to Towers Foundation is to honor the sacrifice of firefighter Stephen Siller who laid down his life to save others on September 11, 2001. We also honor our military and first responders who continue to make the supreme sacrifice of life and limb for our country. The Tunnel to Towers Foundation is committed to eradicating homelessness amongst our veterans.

The Donor Services team is instrumental in supporting the Foundation by responding to donor and event participant questions; processing donations and event registrations, preparing correspondence, and fulfilling requests to ensure donor satisfaction. The goal is to ensure excellent service standards and maintain a trusting relationship with supporters. The Donor Service’s supervisor is responsible for leading and mentoring a diverse team. This position is also responsible for driving staff performance to foster a positive work environment and deliver excellent service.

Duties and responsibilities

• Supervise a team of 40-50 employees on a day-to-day basis in a high call volume environment.
• Build relationships with the team by being accessible, providing real-time feedback, monitoring performance, and conducting monthly coaching sessions.
• Deliver feedback as needed to associates to change or improve behaviors that balance positive donor interactions with foundation needs while maintaining confidentiality and respect.
• Responsible for record keeping and data security.
• Handle escalated issues and respond to complaints within an appropriate timeframe.
• Proactively plan, organize, and prepare scheduled events (calendar, emails, meetings, huddles etc).
• Lead and coordinate monthly team meetings. Create meeting agenda and content.
• Continuously observe and provide feedback to leadership to support growth and development within the Donor Services Team.
• Track and monitor the attendance of staff.
• Collaborate with the Workforce Analyst to track and monitor staff attendance, ensuring all records are accurate and consistently updated.
• Maintain and monitor updates to ensure accurate information is shared.
• Assign duties and responsibilities to leads and ensure projects are carried out correctly.
• Instruct colleagues in a manner that aligns with our mission to Do Good.
• Build the team’s confidence by providing information on the essential qualities of a customer service representative and helping build on these skills.
• Coordinate with the Workforce Analyst to support coverage of weekend and holiday shifts as part of the team’s responsibilities, based on business needs and staffing requests.
• Assist as needed for Foundation Special Events.

Qualifications

• Bachelor’s degree preferred.
• Nonprofit experience preferred.
• Excellent communication and interpersonal abilities.
• Detail-oriented, organized, and self-motivated.
• Ability to multitask, prioritize, and manage time effectively.
• Must be a team player and able to work in a collaborative environment.
• Familiar with CRM systems (i.e. Salesforce), online event registration platforms (i.e. Classy, Eventbrite).
• Proficient in Microsoft Office/ Google Suite (or equivalent).
• Pre-employment screening, including a background check, is required.

Working conditions

Special working conditions may include changes in days worked, shift hours, and/or working conditions (e.g., outdoors or other locations) when participating in and assisting with special events as needed.

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person