WHO WE ARE:

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.

Essential Function/Responsibility

Deliver inbound and outbound concierge service and resolve problems for fundraising event participants and donors for hundreds of events nationwide, in over 50 transaction categories via phone and email

• Learn and apply new information continuously -- maintain "expert level" knowledge in a consistently changing environment:
  • 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, apps, and online fundraising portal, 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 Technology team to determine solutions or workarounds
• Support the Society's key revenue drivers by strategically providing event participants with specific tools and resources
• Build and maintain positive and productive relationships with colleagues in the field and other centralized departments across the country, to ensure smooth flow of information to solve constituent requests
• Coach other Society staff as needed on best practices for interacting with the Fundraising Support Team to ensure optimal service for constituents
• Maintain understanding of resources available for people affected by MS and refer questions or those needing assistance to an MS Navigator or appropriate field contact

Support Fundraising SupportTeamoperations and growth

• Participate in regular meetings with Fundraising SupportDirector, management team, and other Fundraising Support staff as needed
• Support ongoing processes of improvement and Fundraising Supportscope expansion, including but not limited to:
  • Provide input, feedback, and recommendations based on day-to-day experience working with constituents
  • Learn and apply new skills and processes as scope expands
  • Test procedures and tools
  • Review website and mailing content
  • Assist in development and production of training materials for staff and constituents
  • Research technical possibilities
• Assist with maintenance of reference materials and tools, including but not limited to:
  • Research and compile information needed byFundraising Supportteam
  • Update information in reference materials
  • Coordinate with other staff to maintain accuracy and meet deadlines
• Assist with other areas as needed and other duties apparent or assigned.

Minimum Education:

• Associate Degree
• Some college plus comparable years working in a high-volume customer service environment will be considered in lieu of a degree.

Minimum Experience:

• 1-2 years of customer service experience.
• Exemplary oral and written communication skills and interpersonal skills.
• Exceptional, organizational, analytical, time management, multi-tasking skills
• Ability to manage large amounts of information effectively
• Requires the ability to be creative, set priorities, make quick and sound decisions, problem solve, work toward goals
• Excellent customer service skills: patient, positive attitude under pressure
• Demonstrated ability to work successfully both independently and as a team member, motivate others and act professionally in dealing with staff and the public.

Technical/Other:

• Strong computer abilities (MS Outlook, Word, Excel, online fundraising tools, working in multiple databases simultaneously)
• Troubleshooting and research skills
• Strong critical thinker with exemplary attention to detail
• Must be able to work with diverse people, with a variety of personalities and abilities
• Ability to see "big picture" as to how various departments/ functions work together
• Commitment to the mission, vision, cultural values, and expectations of the National MS Society
• Availability to work occasional nights and weekends to support events, committee meetings, etc.

Estimatedhiringcompensation range for this role is $19 -$21 per hour and is eligible for overtime. Final offers will be based on candidategeographic location and consider career experienceandmay vary from this range due to theseand otherfactors.

The National MS Society is committed to building a diverse and inclusive workforce. We strive to create a workforce that reflects the communities we serve and where everyone feels empowered to bring their authentic selves to work. We need you and your unique talents and perspectives to help us write the last chapter on MS.

APPLICATION INSTRUCTIONS:

We appreciate your consideration of our job opportunities and strive to make it as effortless as possible to apply for our positions. With only a few required sections and the option to use our resume parsing tool, we aim to streamline the application experience, saving you time and effort. Additionally, if you wish to include a cover letter with your application, please feel free to attach it along with your resume, and any other documents required, to the Resume/CV document upload section at the bottom of the My Experience page. We appreciate your interest in joining our team and look forward to receiving your application!

Important: Please check the job posting to see if a Cover Letter or any other documents are required for the position you are applying to. You will not be able to modify your application after you submit it. The My Experience page is the only opportunity to add your cover letter and supporting document attachments. If you experience any trouble submitting your materials, please check out our FAQ & Contact Us page.