The Fundraising Support Center (FSC) provides direct concierge service to hundreds of thousands of special event participants and donors responsible for generating the majority of National MS Society revenue. The Fundraising Support Center Coordinator is responsible for handling reactive and proactive communication, researching and resolving problems for participants and donors for hundreds of events in all chapters of the National MS Society.

In addition, the Fundraising Support Center Associate manually tracks service activity, and supports various FSC operations, including but not limited to: updating reference tools, reporting, seasonal staff training and coaching. This position gives information and feedback regarding front-line customer service activity, chapter relations, and Society practices to help refine Fundraising Support Center processes and improve the fundraiser experience.

Essential Function/Responsibility

• Learn and apply new information continuously - maintain "expert level" knowledge in an 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 and Participant Center, 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 Application Support 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 Center to ensure optimal service for constituents
• Maintain understanding of resources available for people touched by MS and refer questions or those needing assistance to the Information Resource Center or appropriate field contact

• Participate in regular meetings with FSC Director and management team
• Support ongoing processes of improvement and FSC scope 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
  • Compare and report on differences across markets
• Assist with maintenance of reference materials and tools, including but not limited to:
  • Prepare templates for gathering event and chapter information
  • Research and compile information needed by FSC team
  • Update information in reference materials
  • Coordinate with other staff to maintain accuracy and meet deadlines
• Assist with reporting activity, including but not limited to:
  • Find and correct errors on behalf of FSC team
  • Coordinate with other staff to maintain accuracy and meet deadlines
  • Compile and distribute reports
• Assist with other areas as needed and other duties apparent or assigned.

Minimum Education:

• Associate Degree
• Some college plus a 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:

• Advanced computer abilities (MS Outlook, Word, Excel, on-line fundraising tools, databases)
• 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 candidate geographic location and consider career experienceandmay vary from this range due to theseand otherfactors.

All offers of employment are contingent upon the candidate showing proof of being fully vaccinated against COVID-19 (with a COVID-19 FDA-approved vaccine or a COVID-19 vaccine granted Emergency Use Authorization) by the date of hire. A candidate is considered fully vaccinated two weeks after receiving the second dose of a two-dose vaccine (Pfizer or Moderna) or one dose of a single dose vaccine (Johnson & Johnson/Janssen) or as defined by the Centers for Disease Control and Prevention. Candidates unable to be vaccinated, either because of a sincerely held religious belief or a medical condition or disability that prevents them from being vaccinated, can request a reasonable accommodation.

The National Multiple Sclerosis Society provides a highly competitive, comprehensive benefit package to employees. These benefits include a considerable Paid Time Off Plan; Paid Holidays; 401k Retirement Savings Plan with Society match; Educational Reimbursement Plan; Professional Development Assistance; Commuter Benefit Plan; Flexible Work Arrangement Options; Comprehensive Health & Welfare benefits including Medical, Dental, Vision, Flex Spending Accounts, Life Insurance, Disability Coverage, Life Assistance Plan as well as additional voluntary benefit offerings.

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.