ABOUT GREENPEACE
Greenpeace is a global, independent campaigning organization that uses peaceful protest, creative communication and people power to expose global environmental problems and promote solutions that are essential to a green and peaceful future. For more than fifty years, Greenpeace has fought to save the planet from the threats of climate change, destruction of ancient forests, deterioration of our oceans, and nuclear disaster. As an independent campaigning organization, Greenpeace does not accept funds from any corporations or government entities.
The global Greenpeace network is headquartered in the Netherlands, with offices around the world in over fifty countries. Greenpeace US is headquartered in Washington, DC.
POSITION SUMMARY
The Supporter Care Officer, 8-month contract fields calls, emails, letters, and any other inquiries from donors and the public. The officer is also responsible for serving as a liaison with the campaign, communications and development departments to ensure appropriate messaging, and that quality data is collected and input into the membership database. In addition, the officer will monitor public interest and response to Greenpeace and its campaigns and report back to the wider staff, as appropriate.The Supporter Care Officer, 8-month contract is a full-time, exempt, benefits-eligible, hybrid position and is based in Washington D.C Please note this role requires a minimum of 3 in-office days per week and more, as needed and/or during high volume times.
This role reports directly to the Supporter Services Manager, and is represented by the Progressive Workers Union.
ROLE RESPONSIBILITIES
Supporter Relations:
● Responding to donors' calls, correspondence, and other inquiries regarding their membership, gift activity, status, and concerns (Zendesk chat, phone, email tickets)● Using the database to research, assess and solve donor problems and concerns● Soliciting further support forthe organization (renewals, upgrades, etc.)● Responding to questions and concerns regarding Greenpeace campaign activities and the organization● Sorting, organizing and responding appropriately to incoming correspondence (mail & e-mail) for the Supporter Relations team● Creating and utilizing opportunities to recruit new members via phone, e-mail and regular mail● Ensuring quality and accuracy of all data entered in the membership database.● Making outbound calls to supporters and donors as necessary to provide good stewardship
- Taking action on all cancel correspondence.
- Taking action on all account changes (amount change, refund, etc.)
- Marking change of address, undeliverable, etc.
- Responsible for all return mail and rejected checks
Organizing and Record Maintenance:
● Updating donor records to reflect requested changes● Tracking and researching supporter inquiries by subject matter, number and frequency● Recording and tracking supporter feedback
Collaboration:
● Liaising with other departments regarding content of calls and administrative systems, as appropriate● Assisting in maintaining cooperation with Campaigns, and when needed assist in briefing the wider Development Department on trends and results in Development meetings
Other:
● Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Other duties and responsibilities may be assigned by the manager, as organizational or team priorities arise and/or shift
ROLE REQUIREMENTS
Knowledge and Experience:
● Minimum of 2 years customer service experience (preferably with the not-for-profit-sector)● Experience with supporter care as a component with a complex fundraising program● Experience with a large call, mail and e-mail volume● Bachelor's degree in related field or equivalent experience, preferred● Proficiency in Excel, Word and fundraising database programs● A strong working knowledge of current customer service industry practices, including solutions-based approach, de-escalation skills and resiliency● Familiarity with CRMS such a Salesforce and EveryAction, preferred● Bilingual, Spanish-speaking skills a plus
Skills/Attributes/Competencies:
● Strong verbal and written communication skills● Strong interpersonal skills, particularly when communicating with supporters● Ability to manage complex projects from creation to completion● Ability to manage multiple tasks simultaneously, meet deadlines and thrive in an atmosphere of high expectations● Analytical problem solver● Strong attention to detail
Other:
● Ability to work remotely and independently, with little supervision● Demonstrated enthusiasm for environmental issues is a plus● Ability to sit for extended periods of time in front of a screen
COMPENSATION
Greenpeace USA values a healthy work-life balance and has flexible, family-friendly employment policies. Our competitive benefits package for full-time employees includes medical, dental, and vision coverage with low contributions from staff. We have options for pre-tax flexible spending accounts for medical and dependent care costs. Greenpeace employees enjoy generous 401K matching and time-off for vacation, sick, personal, and parental leave. After five years, staff are eligible for a paid sabbatical.
To encourage public transportation use and biking, we offer subsidies for staff who choose to bike or ride mass transit to work. Greenpeace is committed to the growth and development of staff and fostering a creative workplace culture. For more information, check out our benefits plan.The pay grade for this role is a 1, and the salary anticipated to be within the range of $55,000- $56,116 will be provided to the successful candidate having met the minimum requirements for the position consistent with reflecting our commitment to maintaining competitive and fair compensation practices. If you want to save the world from climate change and believe in environmental and social justice, please submit an application on our careers page.
Applications will be reviewed on a rolling basis and will conclude once we have found the best candidate.Greenpeace is an Equal Opportunity Employer and does not discriminate on the basis of race, color, class, sex, gender, sexual orientation, disability, family/marital status, religion or other protected classes. We strongly encourage applications from marginalized communities. If you require assistance applying to this opportunity, please contact usa-resumes@greenpeace.org. Only applicants eligible to work and live in the United States without any legal restrictions need apply for this opportunity.
