Donor Services Representative

Posted by
Mercy Corps
Portland, OR

Mercy Corps

Published 28 days ago

January 1, 2021
November 20, 2020
$37,000 - $40,000

*The starting salary for this, based on experience, is $37-40k

TO APPLY: Please upload an insightful cover letter along with your resume. Applications without cover letters will not be considered.

About Mercy Corps

Mercy Corps is a leading global organization powered by the belief that a better world is possible.In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within.Now, and for the future.


Program / Department Summary

The mission of the Resource Development (RD) department is to advance the organization’s strategic goals and support our worldwide team by raising flexible funds, profile and influence. The RD team encompasses several dozen dynamic professionals who possess a wide range of skills. We are gift officers, direct response fundraisers, web developers, marketers and media relations strategists. We are database managers, digital specialists, creative designers, storytellers and teachers. Most of all, we are passionate about Mercy Corps’ mission and believe a better world is possible.


General Position Summary

The Donor Services team welcomes our donors and the public to Mercy Corps, primarily through phone and email contact. The Donor Services Representative provides excellent customer service to Mercy Corps donors, promoting donor loyalty and generating fundraising revenue by responding to donor phone calls and emails. This position is responsible for fulfilling special donor requests and processing donor pledge information over the phone, through email, mail, and in person.


Essential Job Responsibilities

In cooperation with the Donor Services Manager and Development Operations staff:

●        Successfully represent Mercy Corps by clear, accurate and gracious communication with donors, vendors and the public over the phone, in writing and in person.

●        Create and maintain a positive and productive donor and customer experience including during complaints or difficult interactions.

●        Provide coverage for donor services phones; back-up for other staff when not the primary phone coverage.

●        Respond to donor inquiries, requests and complaints within established time deadlines. Report promptly to Donor Services Manager when volume exceeds capacity to respond in a timely manner.

●        Receive and process Monthly PIM credit card data and one-time credit card gifts in a PCI compliant manner.

●        Maintain Acquisition phone line and remove addresses in a timely manner.

●        Monitor and respond to the various Mercy Corps email accounts for both donors and the general public.

●        Prepare and mail special donor correspondence, including premiums, Partner in Mercy welcome packets and other special projects within established time deadlines. Report promptly to the Donor Services Manager when unable to meet deadlines.

●        Cross train with and back up the Development Operations team as needed.

●        Contribute to team effort by accomplishing other duties as assigned.


Supervisory Responsibility




Reports Directly To: Donor Services Manager.


Accountability to Participants and Stakeholders

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.


Knowledge and Experience

●        A Bachelor’s degree or equivalent work experience.

●        At least 1 year experience in customer service, hospitality, or inbound/outbound call centers, with experience responding to customer complaints.

●        Demonstrated verbal communication skills especially by phone.

●        Demonstrated written communication skills including flawless grammar and spelling.

●        Highly detail-oriented and organized.

●        Ability to successfully manage multiple tasks, phone calls, data entry and email communication.

●        Must work well independently, as well as cooperatively as part of a team.

●        Must have good self-care tactics to manage the challenges associated with complaints and multiple pressing tasks.

●        Raiser’s Edge database or similar donor database experience is preferred.

●        Previous non-profit experience preferred.

●        Spanish proficiency is preferred.


Success Factors

The successful candidate will be a strong, compassionate communicator with the proven ability to respond to many urgent requests from donors and the public in a calm, personal and timely manner. They will have a demonstrated ability to communicate effectively with people from many walks of life, maintaining a positive and productive relationship. An even temperament, kindness under pressure, and a good sense of humor will be important assets in this position.  A proven ability to learn quickly, take initiative and be accountable for results is important. They will work well independently as well as cooperatively on a team completing projects. They will be curious about Mercy Corps’ work and its mission and have an awareness of and sensitivity to multicultural international development work.

Living Conditions / Environmental Conditions

Position is based in Portland, Oregon at Mercy Corps Headquarters. Working remotely while HQ is closed.

Ongoing Learning

In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.

We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis

*The starting salary for this, based on experience, is $37-40k

TO APPLY: Please upload an insightful cover letter along with your resume. Applications without cover letters will not be considered.

About Mercy Corps

Mercy Corps is a leading…

Details at a glance

  • On-site Location
  • Full Time Schedule
  • Entry level

Level of Language Proficiency

Spanish proficiency preferred.

Spanish proficiency preferred.


Portland, OR

How to Apply

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