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Seasonal Associate, Fundraising Support in Minneapolis, MN at National Multiple Sclerosis Society

Date Posted: 1/26/2019

Job Snapshot

Job Description

Position expected to last for 5-6 months, from January to May or June.

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 (FSC) department provides direct concierge service to hundreds of thousands of special event participants and donors responsible for generating the majority of National MS Society revenue.

The Fundraising Support Associate is responsible for providing the direct concierge service for special event participants and donors. In addition to direct constituent service, the Fundraising Support Associate tracks call/email volume and content, provides feedback regarding daily, front-line customer service activity to help refine Fundraising Support processes.

Essential Function/Responsibility

1. Provide inbound and outbound concierge service to event participants and donors in the areas of event information, fundraising, and donations. (95%)

  • Provide exceptional customer service to fundraising event participants and donors for hundreds of events nationwide, in over 50 transaction categories via email and phone
  • Learn 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 Society
    • Resolve 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 Participant Center, donation processes, etc.
      • Help participants register, start teams, or make changes to existing registrations
      • Perform "money moves" to reallocate funds as needed/requested
      • Collaborate with Finance and Constituent Information Management staff to investigate and determine solutions for discrepancies related to online and offline gifts
      • Troubleshoot technical issues and work with Application Support Team to determine solutions or workarounds
      • Support the Society's key revenue drivers by strategically providing event participants with specific tools and resources
      • Work productively with other centralized departments across the country, to ensure smooth flow of information and solve constituent requests
      • Maintain understanding of resources available for people touched by MS and refer questions or those needing assistance to the Information Resource Center or appropriate field contact

2. 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.