This job is responsible for providing all Plan International USA customers, including current and potential sponsors and donors, with quality service, resulting in their satisfaction, retention and full engagement in the Plan International USA mission and programs. This job focuses on customer needs – answering questions, soliciting feedback, and providing accurate and adequate information about the program and about how their contribution is used.

Manages customers’ accounts (sponsors, contributors, donors):

• Assesses the prospective clients’ interest and motivation and help them decide the type and level of engagement they can have with Plan International USA
• Enrolls sponsors, contributors, and donors
• Processes, maintains, and updates customers’ accounts
• Informs customers of any changes or future changes to their account affecting their relationship (e.g., child cancellation, project completion, etc.) and facilitates the change process
• Responds to and resolves customers’ inquiries or issues via telephone, email or written correspondence in a timely and efficient manner
• Ensures positive closure of customers’ experience if they discontinue
• Keeps up to date with global issues (e.g. natural disasters, political issues, etc.)  by reading the Plan International Website and any updates, to be able to provide accurate information to customers

Builds and manages customer relationships:

• Provides accurate and adequate information to the customers to help them explore other avenues to help children
• Stewards the customers toward extending their involvement through renewals, multiple sponsorships/gifts, upgrades and/or major gifts
• Based on research findings, works as a team player to determine efficient and effective ways of retaining customers and getting them more involved

Interfaces with the field, IH and other National Organizations for information, inquiries or transfers.

Through readings, conferences, field visits, etc., keeps abreast of developments in the field, changes in the market environment and in the whole international arena.

Skills, Knowledge, Abilities

• Ability to work well with others and develop positive relationships
• Ability to focus on customer care and to exhibit excellent customer service skills
• Ability to link own job responsibilities and overall organizational goals and needs, and to perform the job with broader goals in mind
• Ability to keep one’s emotions under control when faced with opposition, pressure, and/or stressful situations
• Detailed knowledge of the Plan International USA website
• Ability to effectively handle multiple tasks,  paying attention to details
• Strong written and verbal communication skills and ability to represent the organization in a variety of situations
• Ability to employ active listening techniques and patience, to ensure complete understanding
• Ability to be flexible and to easily shift gears
• Willingness to travel as required
• PC skills, with knowledge of Windows; MS-Word, Excel, PowerPoint and Outlook
• Ability to make decisions independently
• Working knowledge of Spanish or French is useful

Education and Experience

•  Bachelor’s degree: Marketing, Education, International Studies or Liberal Arts
• 2-3 years experience in a customer service role preferred

Physical and Mental Demands

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job

Work Environment

• Typical office environment

Within Plan USA

• All teams and team members
• Sponsors, donors and prospective sponsors

Within the Global Plan World

• Field staff
• Regional and country offices
• Other National Organizations
• International Headquarters