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Form of workPosition Title: Donor Service Coordinator
Status: Exempt
Department: Donor Service Center
Supervisor's Title: Director of Donor Services
Work Schedule: 8:00 AM-5:00 PM, Monday-Friday with occasional Saturdays. May be required to work outside of normally scheduled hours due to business demand.
JOB PURPOSE AND FUNCTION
Under the direct supervision of the Director of Donor Services and Senior Director, Ticket Sales & Development, the Donor Service Coordinator is responsible for providing superior customer service to all callers as it relates to all Texas A&M Athletics and 12th Man Foundation events as well as additional inquiries as needed. The Donor Service Coordinator will serve as an active member to the Donor Services team and is responsible for retaining, and conveying, essential 12th Man Foundation communications.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily.
Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
- Provide exceptional customer service that conveys professionalism in accordance with the mission of the 12th Man Foundation
- Responsible for answering inbound phone calls in a prompt and professional manner
- Key contributor in the execution of outbound calling initiatives in accordance with the mission of the 12th Man Foundation, including but not limited to the solicitation of philanthropic contributions.
- Assist in selling season tickets, mini plans and single ticket items for all ticketed events
- Primary contributor to the execution and service of critical season ticket holder processes throughout the year, including but not limited to season ticket renewals and seat selection processes
- Ability to anticipate customer needs and conduct problem solving resolution as needed
- Work all home football gamedays and other athletic home events as determined by the Manager of Donor Services and Senior Director, Ticket Sales & Development, to service donors and ticket buyers
- Collaborate with all internal departments to facilitate the needs of the 12th Man Foundation
- Contribute positively to the Donor Services team culture by developing mutually beneficial working relationships with all team members.
- Other duties as assigned
- Communication, Oral - the ability to communicate with others using the spoken word
- Communication, Written - the ability to communicate in writing clearly and concisely
- Problem Solving - the ability to find a solution for or to deal proactively with work-related problems
- Customer Oriented - the ability to take care of ticket buyer/donor needs while following organizational procedures
- Organized - the ability to be structured and methodical in working skills
- Teamwork - the ability to participate in and lead a group of people toward a common goal
- Adaptability - the ability to adapt to changes in the workplace
- Energetic - the ability to work at a sustained pace and produce quality work
- Detail oriented - the ability to pay meticulous attention to all aspects of a situation or task
- Tactful - the ability to show consideration for and maintain good relationships with others
- Working Under Pressure - the ability to complete assigned tasks under stressful situations
QUALIFICATIONS
- Strong desire to work in customer service
- Proficient in all applications of Microsoft Office; Proficiency in internal donor management systems, ticketing systems, and/or CRM a plus
- Previous customer service or retail sales experience a plus
- Excellent communication, presentation and listening skills
- Professional image and demeanor
PHYSICAL DEMANDS
Physical Demands
Lift/Carry
Stand
F
10 lbs or less
F
Walk
F
11-20 lbs
O
Sit
F
21-50 lbs
N
Manually Manipulate
O
51 lbs or more
N
Reach Outward
F
Reach Above Shoulder
O
Push/Pull
Speak
F
10 lbs or less
O
Climb
N
11- 25 lbs
O
Crawl
N
26-40 lbs
N
Squat/Kneel
O
41 lbs or more
N
Bend
O
N (Not applicable), O (Occasionally), F (Frequently), C (Constantly)
WORK ENVIRONMENT
Typical office environment: event locations vary, including locations outdoors, exposed to loud noises and various weather conditions.
This job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. The 12th Man Foundation reserves the right to change this job description and/or assign additional tasks for the employee to perform. The 12th Man Foundation is an equal opportunity employer.
