WHO WE ARE :The National Multiple Sclerosis Society mobilizes people and resources to drive research for a cure and to address the challenges of everyone affected by MS. To fulfill this mission, the Society funds cutting-edge research, drives change through advocacy, facilitates professional education, collaborates with MS organizations around the world, and provides programs and services designed to help people with MS and their families move their lives forward. We partner with volunteers to accomplish our work. Staff members engage volunteers through effective and timely communications, facilitating meaningful opportunities, and continually seeking and providing feedback for reciprocal growth and learning.The Fundraising Support Team provides direct concierge service to hundreds of thousands of donors and fundraising event participants responsible for generating the majority of National MS Society revenue.The Fundraising Support Associate works directly with donors and fundraising event participants all over the country, providing information and solutions related to donating and / or fundraising. In addition to direct constituent service, the Fundraising Support Associate tracks call / email volume and content, provides feedback regarding daily, front-line service activity to help refine Fundraising Support processes.Position expected to last for 5-6 monthsResponsibilities1. Provide inbound and outbound concierge service to fundraising event participants and donors in the areas of event information, fundraising, and donations. (95%)Provide exceptional customer service to fundraising event participants and donors nationwide, in over 50 service categories via email and phoneLearn and apply new information continuously :Maintain up-to-date skills in relevant software, internet applications, Society websites and online tools, external web browsers, mobile apps, social media platforms, etc.Maintain up-to-date understanding of event details and market-specific processes / policies in order to provide accurate service to constituents from hundreds of events across the National MS SocietyResolve problems and deliver information related to fundraising, online tools, and registration :Provide information about events, requirements and policies, how to fundraise with available tools, how to navigate website and Fundraising Center, donation processes, etc.Help participants register, start teams, or make changes to existing registrationsPerform "money moves" to reallocate funds as needed / requestedCollaborate with Finance and Constituent Information Management staff to investigate and determine solutions for discrepancies related to online and offline giftsTroubleshoot technical issues and work with Application Support Team to determine solutions or workaroundsSupport the Society's key revenue drivers by strategically providing event participants with specific tools and resourcesWork productively with other centralized departments across the country, to ensure smooth flow of information and solve constituent requestsMaintain understanding of resources available for people touched by MS and refer questions or those needing referral to services team or appropriate field contact2. Provide feedback for program development and evaluation (5%)Participate in discussions with Fundraising Support staff discuss program functionality and workload, describe varying practices across markets, and provide relevant information / updates to the team.Assist with other areas as needed and other duties apparent or assigned.Minimum Education :High School DiplomaMinimum Experience :2+ years of customer service experience.Exemplary oral and written communication skills, and interpersonal skills.Knowledge is required in the areas of, organization, evaluation, time management, multi-tasking, and communication skills.Requires the ability to be creative, set priorities, make quick and sound decisions, problem solve, work toward goals, work independently and as a team member, motivate others and act professionally in dealing with staff and the public.Technical / Other :Must be able to effectively operate the computer systems including the Society databases, PC, Internet and e-mail.Must also be able to operate Society telephone system, copier, fax machine and security system.Advanced computer abilities (MS Outlook, Word, Power Point, Excel, on-line fundraising tools, databases).Commitment to the mission, vision, cultural values, and expectations of the National MS SocietyThis position may be required to drive / travel on Society business. Candidate must possess a valid driver's license, proof of insurance and reliable transportation. The Society does run motor vehicle checks for all positions which require driving and the applicant must meet the Society guidelines.Availability to work occasional nights and weekends to support events, committee meetings, etc.The National MS Society is committed to building a diverse and inclusive workforce. We strive to create a workforce that reflects the communities we serve and where everyone feels empowered to bring their authentic selves to work. We need you and your unique talents and perspectives to help us write the last chapter on MS.APPLICATION INSTRUCTIONS :We appreciate your consideration of our job opportunities and strive to make it as effortless as possible to apply for our positions. With only a few required sections and the option to use our resume parsing tool, we aim to streamline the application experience, saving you time and effort. Additionally, if you wish to include a cover letter with your application, please feel free to attach it along with your resume , and any other documents required, to the Resume / CV document upload section at the bottom of the My Experience page. We appreciate your interest in joining our team and look forward to receiving your application!Important : Please check the job posting to see if a Cover Letter or any other documents are required for the position you are applying to. You will not be able to modify your application after you submit it. The My Experience page is the only opportunity to add your cover letter and supporting document attachments. If you experience any trouble submitting your materials, please check out our FAQ & Contact Us page .
