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Donor Relations Specialist (Contractor)

Company: Wikimedia Foundation
Location: San Francisco
Posted on: February 26, 2021

Job Description:

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. As an equal opportunity employer, the Wikimedia Foundation values having a diverse workforce and continuously strives to maintain an inclusive and equitable workplace. We encourage people with a diverse range of backgrounds to apply. We do not discriminate against any person based upon their race, traits historically associated with race, religion, color, national origin, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or any other legally protected characteristics. If you are a qualified applicant requiring assistance or an accommodation to complete any step of the application process due to a disability, you may contact us at recruiting@wikimedia.org or (415) 839-6885. Are you legally authorized to work in the country with which you reside? --*
          -- Will you require sponsorship to work in the country with which you reside now or in the future? --*
          -- Please provide your full mailing address (note this info is for internal processing and is kept private) --*
          Please list your country of residence --*
          How did you hear about this job? --*
          Are you currently an active member or contributor to any of our communities? --*
          -- I certify that the information in this application is true and correct to the best of my knowledge. I understand that providing false information is grounds for denial of employment, or termination of employment should I be hired. Please type your name to electronically sign this document. --*
          LinkedIn Profile
          Website
          I understand that the following questions below are intended for U.S.-based applicants only and are voluntary. --*
          -- Are you open to work US time zone compatible hours? --*
          -- U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Wikimedia Foundation are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Please select Are you Hispanic/Latino? Please select Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Please select Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
          • Autism
          • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
          • Blind or low vision
          • Cancer
          • Cardiovascular or heart disease
          • Celiac disease
          • Cerebral palsy
          • Deaf or hard of hearing
          • Depression or anxiety
          • Diabetes
          • Epilepsy
          • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
          • Intellectual disability
          • Missing limbs or partially missing limbs
          • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
          • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status Please select 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: Wikimedia Foundation, San Francisco , Donor Relations Specialist (Contractor), Other , San Francisco, California

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