Donor Care Associate

EMPLOYMENT OPPORTUNITY DONOR CARE ASSOCIATE

Location: Toronto, ON Date

Issued: April 5th, 2023 

Do you have a passion for changing lives? Do you describe yourself as a leader? Are you knowledgeable about student life and experiences? Do you strive to exceed expectations every day in every way? Do you believe in the power of communities to bring change? Do you want to work for an organization that acknowledges the importance of work-life balance? If this, is you, read on! 

Operation Smile Canada is seeking a full-time Donor Care Associate to join our team to provide exceptional service to our donors. The Donor Care Associate is responsible for assisting with donor services tasks and general office duties and supports the operational plans in the areas of customer service and delivery. 

The ideal candidate for this position is someone who has a can-do attitude and loves helping people over the phone. You thrive in a fast-paced work environment where you get to correspond with our generous donors, and you strive to exceed expectations every day in every way. 

ABOUT US

Operation Smile is a volunteer-delivered global medical charity that provides free, safe surgery and comprehensive care to patients with cleft lip and palate in 35 countries around the world. Operation Smile Canada raises funds from our donor partners who want to directly impact the lives of children living with cleft conditions and other facial differences. 

Our partners are as committed as we are to a world where health and dignity are improved through safe surgery. We have a plan for the next decade to increase access to cleft and essential surgical care for one million patients in low- and middle-income countries. Achieving this goal requires more people caring for more patients in more places. It also requires us to broaden the awareness of our great brand and raise more funds from our diverse fundraising programs. 

You can learn more about Operation Smile Canada by visiting: www.operationsmile.ca. 

ABOUT THE POSITION

The Donor Care Associate will provide an excellent donor experience for Operation Smile Canada Foundation (OSCF) donors by handling donor inquiries by phone, email or in person visits; generating and mailing tax receipts, welcome kits, and donor acknowledgment letters; helping the team with general administrative tasks; and ensuring that all communications with donors are properly recorded in the database while assisting with database cleanup. The primary duties are to help OSCF and its donors through accurate and timely donation recording; handling donor inquiries and conducting outbound Donor Care calls to clarify gifts and thank donors. This position is deemed essential to working from the office at 204-375 University Avenue, Toronto, Ontario M5G 2J5. 

KEY FUNCTIONS AND ACCOUNTABILITIES

The Donor Care Associate will be responsible for, but not limited to, the following:

• Responsible for handling donor inquiries by phone, email, or in-person visits; generating and mailing tax receipts, welcome kits, or donor acknowledgment letters; responding and supporting the team with general administrative tasks.

• Organizes and maintains filing of all appropriate documents for both hard and soft copy.

• Ensures all communications with donors are properly recorded in the database in the assigned formats.

• Serving as the first point of contact for Operation Smile Canada including answering the main telephone line, directing calls, taking, and relaying messages, recording donations, and answering general inquiries.

• Send out thank you cards should donors not be available by phone or email.

• Maintaining a high level of customer service and professionalism with partners including donors, vendors, and staff. • Answering emails sent to CA-Supporters within 24 hours or less.

• Listening, answering, or redirecting voicemails left on the main phone line.

• Working with Raiser’s Edge and Luminate to update and maintain accurate donor records and files including inputting all donations, merging duplicate records, database cleanup and integrity.

• Handling Prospect Drops; by keeping records up to date and fielding queries from prospective donors.

• Creates and maintains organized systems for various processes to ensure effective and efficient delivery of operational goals. • Account for and record inventory, t-shirts, Smile Store items, etc.

• Returned mail – try to connect with donors and update contact information – weekly or every few days. DESIRED 

QUALIFICATIONS AND REQUIRED SKILLS

Post-secondary education is considered an asset. Or incumbent should possess equivalent work experience (2-3 years) in lieu of post-secondary education.

• A customer service focus.

• Experience in the not-for-profit environment is an asset.

• Experience with Microsoft Office (Word, Outlook, Excel) required.

• Experience with Raiser's Edge preferred; however, training will be provided. 3 Donor Care Associate 

CHARACTERISTICS/SKILLS:

• Excellent interpersonal skills to interact/build relationships with all levels of the organization, members of the public, communities, and volunteers.

• Interest and appreciation of Operation Smile Canada’s core mission and ability to communicate that mission across different platforms and audiences

• Several years of experience in a similar type of position, with strong administrative and customer service skills.

• Comfortable talking on the phone and communicating to donors.

• Patience, effective listening, self-control, taking responsibility, empathy, communication skills, adaptability, ability to use positive language, attentiveness, time management, multitasking, knowledge, willing to improve.

• Experience with database systems is an asset (preferably Raisers Edge and Luminate).

• Ability to work well under pressure, prioritize and handle multiple tasks with competing deadlines.

• Time management, attention to detail, ability to manage multiple competing priorities, organizational skills, ability to manage change, ability to work independently.

• Demonstrated interpersonal skills, communication (verbal and written), emotional intelligence, and active listening.

• Self-motivated and can set priorities, problem solves and manage multiple projects and tight timelines. Works well independently and as a team member and is committed to continuous improvement.

• Ability to maintain action plan for priorities and goals and be flexible and adaptable to respond to the needs of the department.

• Demonstrated administrative and computer skills including advanced proficiency in MS Office, including Teams, Word, Excel, PowerPoint and Outlook.

• Highly flexible with a positive, can-do attitude.

• Flexibility to work the occasional evening or weekend day as required. 

WHY YOU WILL LOVE WORKING HERE

• We wake up each day knowing there are children born every three minutes with a cleft condition somewhere in the world. As a team focused on a global strategy to ensure every patient who needs surgery and care is never left behind, we set smart goals and objectives and work hard each day to achieve them so we can deliver greater impact (and smiles) to children, families, and the communities we serve.

• We aspire to be a learning organization that values each other as individuals and our collective abilities to meet and exceed expectations in everything we do by mentoring, teaching and training each other. 

SALARY & BENEFITS

The Donor Care Associate is a full-time position with a yearly salary range of $45,000 -

$65,000, including paid vacation time. We offer a generous benefits package that includes health, dental, and matching RRSP contributions. 

HOW TO APPLY

Please submit your resume or CV along with a cover letter (as one PDF document) to: ca-careers@operationsmile.org.

Please ensure the subject line of your email contains the position title: Donor Care Associate 

Address your cover letter to:

Sharon MacPherson

VP, Marketing & Operations

Operation Smile Canada 

APPLICATION DEADLINE

Friday, August 11th, 2023 

Operation Smile Canada thanks all applicants in advance. Only those candidates selected for an interview will be contacted. Operation Smile Canada is an equal-opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes, and work environment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). We will be happy to work with applicants requesting accommodation at any stage of the hiring process. Thank you for your interest in being part of our smile movement at Operation Smile Canada. We look forward to hearing from you. In the meantime, keep smiling - a child is counting on it!