American Lebanese Syrian Associated Charities (ALSAC) is hiring an Associate IV- Donor Advocate Team (Remote in USA)

American Lebanese Syrian Associated Charities (ALSAC) is hiring an Associate IV for our Donor Advocate team. In this role, you will be a central resource dedicated to resolving donor concerns and supporting call center agents with procedural guidance, escalation handling, and issue resolution, ensuring a positive donor experience for St. Jude Children's Research Hospital.

What You'll Do

• Take ownership of escalated donor calls, ensuring timely and effective resolution.
• Provide guidance to inbound and outbound agents on procedures, escalations, and donor-related inquiries.
• Authorize policy exceptions when appropriate to enhance donor satisfaction and uphold brand integrity.
• Accurately document interactions and update records in required systems.
• Identify trends and recommend improvements to enhance the donor experience.
• Conduct training sessions for new hires and provide refresher training as needed.
• Maintain ongoing communication with donors to ensure their needs are met.
• Respond to donor and business-related inquiries across multiple communication platforms.
• Mentor call center staff and provide feedback to leadership on performance and compliance.
• Ensure timely follow-up to maintain donor satisfaction.
• Meet operational standards and deadlines for incoming work.
• Stay current with organizational policies and procedures.
• Provide feedback and recommendations to management for process enhancements.

What We're Looking For

• High school diploma or GED.
• Minimum of 2 years of experience in telemarketing, customer service, or call center support.
• Strong verbal and written communication skills.
• Ability to understand and follow complex instructions.
• Analytical skills to assess individual situations and determine optimal solutions.
• Ability to work independently and collaboratively in a fast-paced environment.
• Commitment to delivering exceptional service and maintaining donor trust.

Technical Stack

• Microsoft Office, including Word and Excel.

Team & Environment

You will join the Donor Advocate team, serving as a central support resource for call center agents.

Benefits & Compensation

• Low cost, low deductible Medical, Dental, and Vision Insurance plans.
• 401K Retirement Plan with a 7% Employer Contribution.
• Exceptional Paid Time Off.
• Maternity / Paternity Leave.
• Infertility Treatment Program.
• Adoption Assistance.
• Education Assistance.
• Enterprise Learning and Development.

Work Mode

This is a remote position open to candidates anywhere in the USA.

ALSAC is an equal employment opportunity employer. ALSAC does not discriminate against any individual with regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, transgender status, disability, veteran status, genetic information or other protected status.