Philanthropy Customer Service Coordinator YMCA of the Suncoast

Mike Hlady

Title: Philanthropy Customer Service Coordinator
Location: Association Office
FLSA Status: Full-time, Non-exempt
Hiring Range: $13.75/hr.
Reports to: Director of Philanthropy and Vice President of Philanthropy
Supervises: None
Position Summary
This position is responsible for performing advanced and important data management with the donor database and supporting software systems. The work is often confidential in nature and requires high-level attention to detail. He/she will provide key administrative support to the Vice President of Philanthropy and the Director of Philanthropy to support branch staff and volunteer efforts to achieve maximum income growth from contributions to the Y, and cultivation of relationships with donors and volunteers.

Job Responsibilities

• Provide technology support for donor and gift tracking, acknowledgment and stewardship systems
• Adds, maintains and updates donor information, gift records and giving history, from receipt of information/gift to acknowledgment and filing of documentation and communications, with an emphasis on maintaining high-quality, accurate data
• Generate and manipulate reports in donor CRM, Excel, and other supporting software systems
• Maintain an organized, accurate, up-to-date and functional hard-copy and electronic filing system
• Process department mailings, generate reminders and acknowledgments
• Process online donations from multiple sources
• Process data and gift imports using import tools and supporting software
• Set up tracking systems, creates and coordinates the productions of reports on a daily, weekly, monthly, quarterly, and annual basis
• Documents all department procedures & processes & maintains procedures manual for donor CRM systems
• Conduct global imports and global changes to the data
• Perform data analysis by querying the database
• Identify data integrity issues and implements solutions/conducts scheduled database audits and performs cleanup, update and maintenance
• Communicate with software support resources and donor CRM user groups to ensure that protocols are established and up-to information is shared
• Interact professionally with other employees, members, program participants, volunteers, donors and other individuals within the community, always being mindful of maintaining donor confidentiality and the YMCA's core values of caring, honesty, respect and responsibility.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other appropriate individuals
• Utilize MS Office & other software to complete tasks within and outside of donor CRM as needed
• Provide technical assistance for online donation and peer-to-peer fundraising software
• Work with Annual Campaign Director and branch staff to accurately collect and record volunteer activity, including board information, campaigner activity, and committee involvement
• Assists other users in various database capacities, including but not limited to queries, reports and mailings
• Assists with on and off-site meetings to include travel arrangements, coordinate food and beverage, room setup and cleanup, and preparation of agenda copies and handout materials
• Assist during recognition/special events with a high-level of professionalism appropriate to the occasion
• Organize office systems to ensure that filing and storage areas are kept organized, stocked, and clean
• Role-model SMART behavior
(All position functions are essential to the position)
YMCA Competencies – Leader Level
1. Value - Models and teaches the Y Values
2. Philanthropy – Supports Fundraising
3. Innovation - Embraces new approaches and discovers ideas to create a better member (donor) experience
4. Decision Making - Makes sound judgments and transfers learning from one situation to another.
5. Quality Results - Strives to meet or exceed goals and deliver a high-value experience for members (donors).
6. Functional Expertise - Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

Position Qualifications
Education: High school graduate or equivalent required. College degree preferred.
Work Experience: A minimum of three years experience in an office/clerical field or equivalent is required. Must possess strong written and verbal communication skills, be detail oriented and committed to quality results.
Certificates/Licenses: Ability to meet YMCA driving criteria required.
Physical: May be required to lift and carry up to 30 pounds in the form of boxes of computer paper or similar. May be required to sit for extended periods of time while demonstrating manual dexterity in order to accurately work on computer and other equipment. Must be capable of working under pressure in a somewhat disruptive environment as well as organizing and planning efficiently.
Mental: Must be mentally alert and be able to process and follow directions. Must be able to work in a fast paced environment, be capable of multi-tasking and working under pressure. Must handle confidential information with discretion. Must follow instructions, have excellent mental focus and attention to detail. Must work independently and as part of a team environment.
Skills: Strong attention to detail and accuracy. Must possess the skills to operate standard office and computer equipment. Must be able to type a minimum 50 words per minute and be proficient in Microsoft Office products, databases, and Web-based applications. Must possess effective communication, organizational, and human relations skills. Must perform quality work within given deadlines and expectations with or without direct supervision. Effective office and administrative skills required. Experience with Virtuous CRM and Activenet CRM preferred.

EOE/DFWP

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