Donor Care Representative

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By joining the American Red Cross  you will touch millions of lives every year and experience the greatness of the human spirit at its best.  Are you ready to be part of  the world's largest humanitarian network?

Join us—Where your Career is a Force for Good!

Job Description:

WHY CHOOSE US?  

Joining The American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

Where Your Career is a Force for Good!

WHAT YOU NEED TO KNOW:

The American Red Cross is currently seeking a Donor Care Representative to join our Donor Care team within the Consumer Fundraising department. This position is a Remote, Full-Time role that can be located anywhere in the United States. You must be able to work in Eastern Standard Time from 8:30 am – 5:30 pm EST.
The Donor Care Representative plays a key role in supporting financial donors by delivering excellent service through inbound phone calls and online requests.

WHERE YOUR CAREER IS A FORCE GOOD: 

• Provide service over the telephone and in-person following established procedures and guidelines. Use computer-based system to provide information, track history, and troubleshoot issues. Provide support, development and/or leadership guidance to all volunteers.
• Deliver high‑quality donor service to financial donors by handling calls professionally and efficiently in a call‑center environment, consistently meeting established quality, compliance, and call‑handling standards.
• Follow Donor Care Standard Operating Procedures to resolve donor concerns accurately and in alignment with organizational expectations.
• Create, manage, and complete donor cases within defined Service Level Agreements (SLAs) while ensuring accuracy and thorough documentation.
• Utilize internal systems to research and resolve financial donor requests.
• Apply strong listening, problem‑solving, and communication skills during every donor interaction, following required Quality Assurances guidelines.
• Coordinate with internal Red Cross departments to address escalated donor situations requiring cross‑functional attention.
• Provide warm or direct transfers following established protocols.
• Participate actively in team meetings, training, coaching, and continuous improvement discussions.
• Protect donor confidentiality and maintain compliance with data‑handling guidelines.
• Perform other related duties as assigned.

WHAT YOU NEED TO SUCCEED:

• High School or equivalent required.
• Minimum 7 years of related experience or equivalent combination of education and related experience required.
• Skills & Abilities: Ability to plan, prioritize and organize work to meet customer expectations. Excellent organizational skills and ability to work with attention to detail.  Strong interpersonal skills and the ability to create and maintain collaborative work relationships within the organization and with external stakeholders. Ability to work on a team.
• Travel: Occasional travel to participate in meetings and conferences.
• Bilingual in Spanish is highly preferred.

Preferred skills:

• Experience in a call‑center, donor relations, non‑profit support, or fundraising environment.
• Strong customer‑service orientation with the ability to deliver compassionate, professional, and donor‑centered communication.
• Excellent verbal and written communication skills, including clear documentation and ability to follow prescribed scripts and QA‑aligned call flows.
• Strong active listening, empathy, and problem‑solving skills.
• Ability to manage multiple tasks simultaneously while maintaining high accuracy.
• Comfortable navigating multiple software systems concurrently during live calls.
• Advanced computer skills, including Microsoft Office; Salesforce or fundraising database experience preferred.
• Ability to work both independently and collaboratively in a high‑volume environment.
• Reliable internet access and a dedicated, professional remote workspace.

*Combination of candidate’s education and general experience satisfies requirements so long as the total years equate to description’s minimum education and general experience years combined (Management experience cannot be substituted).

Compensation:  The salary range for this position is $21.00-$27.00 per hour.

Note that the American Red Cross sets salary ranges aligned to a specific geographic location in which the work is performed. The stated salary range in this posting is an average. The specific salary information will be shared at the time of phone screening based upon your location and qualifications.

 This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded. This role is not eligible for relocation assistance.

This role is not eligible for relocation assistance.

BENEFITS FOR YOU:
We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work. With our resources and perks, you have amazing possibilities at the American Red Cross to advance the learn. 

• Medical, Dental Vision plans 

• Health Spending Accounts & Flexible Spending Accounts 

• PTO:  Starting at 15 days a year; based on FLSA status and tenure 

• Holidays:  11 paid holidays comprised of six core holidays and five floating holidays 

• 401K with 6% match 

• Paid Family Leave 

• Employee Assistance  

• Disability and Insurance: Short + Long Term 

• Service Awards and recognition 

Apply now!  Joining our team will provide you with the opportunity to

make your career a force for good!

The American Red Cross is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
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Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws.
 

AmeriCorps, the federal agency that brings people together through service, and its partners — the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance — launched Employers of National Service to connect national service alumni with opportunities in the workforce. American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.

Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

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