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Community Support Specialist

3 weeks ago

Richmond, Australia Make-A-Wish Full time

**Make-A-Wish Australia** makes wishes come true for critically ill kids, building resilience and complementing medical treatment. We’re working hard to make sure that in future, every single child battling serious illness can experience a vital wish journey.
We are excited to be recruiting for a dedicated and enthusiastic outbound customer service and sales professional to join the team as we bring donor recruitment in house. If you believe you have what it takes to assist the team to deliver truly powerful wishes that help kids and teenagers in their fight against life-threatening illnesses, then don’t miss this rare opportunity to join the Make-A-Wish team.
The **Community Support Specialist
- Outbound** is a newly created role, with the primary purpose of connecting and building relationships with our existing database of donors & fundraisers to support all Make-A-Wish fundraising campaigns. This role will work closely with internal teams to plan and execute outbound calling campaigns to our donors to manage their monthly gifts, as well as to donors & fundraisers to show gratitude for their support; this role will also support the Community Support team with inbound queries. This position is a full-time role working Monday to Friday.
**Some of the key responsibilities** **of the position**:

- Conduct outbound calls to manage declined payments, reactivate lapsed donors & upgrade existing donors' monthly gifts
- Conduct welcome calls and thank-you calls that drive engagement, loyalty and advocacy
- Confidently liaise with audiences over the phone, establish rapport, articulate need and objection handle where required in accordance with relevant Make-A-Wish policies and customer service standards
- Ensure every supporter who contacts Make-A-Wish through the Community Support team is treated with respect and understanding, receives a personalised response and has a positive experience
- Understand current marketing campaigns and support customers requiring assistance or information
- Update supporter information into the Salesforce database

**To secure this exciting new opportunity, you will possess**:

- Demonstrated experience in a phone-based role, ideally within a customer service, reception or call centre environment managing and responding to a high volume of enquiries
- Confidently manage objection handling to successfully recruit or maintain donors for their ongoing donation
- Excellent communication and interpersonal skills
- Effective problem solver
- A high level of emotional intelligence and ability to show empathy whilst maintaining a high level of resilience
- Proven experience in making many outbound phone calls within required deadlines
- Experience in working with databases, ideally Salesforce platforms with sound computer skills and a strong knowledge of the Microsoft Office package
- Very high attention to detail and understanding of the importance of accuracy and data integrity with high level data entry skills
- Proactive team focused individual with a ‘can do’ attitude

In return Make-A-Wish offers the opportunity to help make a life-changing difference for really sick kids and their families - what could be a better motivation?
We look forward to hearing from you

**Job Type**: Contract