Supporter Experience Senior Associate (Onsite, Greater Nashville Area)

Supporter Experience Senior Associate (Onsite, Greater Nashville Area)

Main areas of focus: Front Desk, Volunteer Management, Supporter Experience, Event Support, Ticketing

Location: Onsite, The Experience Lab, Franklin, TN

Eligibility: charity: water hires from all 50 U.S. states. At this time, we are only considering candidates who are eligible to work in the United States without the need for company sponsorship now or in the future.

JOB HIGHLIGHT

As part of the Supporter Experience team, you will be the keeper of first impressions at charity: water and the main person responsible for recruiting and managing charity: water supporters who want to volunteer their time and talents to help more people get access to clean water. The main focus, initially, will be on helping to staff and support (both with volunteers and yourself) The Experience Lab, a retail space that exists to educate and inspire thousands of people about the water crisis and what they can do to end it.

JOB SUMMARY

Reporting to the Supporter Experience Manager and working closely with The Experience Lab Senior Manager, you’ll lead volunteer management and, with a customer service mindset, help with on-site experiences. You will be a key member of each guest’s journey through our space, providing an energetic, reliable, and educational experience that results in a positive response of action through The Experience Lab. You’ll also help triage incoming supporter inquiries via email and social media to resolve complex supporter issues and work towards a resolution.

YOU’LL BE RESPONSIBLE FOR…

Supporter Experience

●      Setting up and managing a volunteer program from recruitment to onboarding for both in-person opportunities and virtual/remote ones

●      Responding to incoming inquiries via our customer service channels (email, phone, and social channels), ensuring we provide a high level of customer service

●      Effectively and quickly resolving supporter issues by escalating through the appropriate channels

●      Highlighting and curating content from the Experience Lab to be shared with the Marketing & Growth Team

●      Supporting merchandise needs, as needed, at the Experience Lab and in Nashville

●      Assisting with surprise and delight for Fundraisers / Spring members (ex: sending holiday gifts to monthly donors)

●      Assisting with kids’ programming and engagement at the Experience Lab, including outreach to local schools to invite them to visit the Experience Lab

The Experience Lab

●      Managing the front-desk experience by greeting and checking guests in and out (2-3 days a week, possibly on the weekend)

●      Walking guests through the call to action at the conclusion of their experience and answering any questions they may have

●      Handling bookings, cancellations, and payments

●      Help field requests and support group visits and special events (sourcing materials, merchandise, organizing volunteers, day-of support)

●      Aiding in collecting and analyzing feedback from guests to optimize and improve the experience

●      Assisting in volunteer management and schedule coordination specific to The Experience Lab

YOU MUST HAVE…

●      3-4 years of customer service experience in a retail, museum, or nonprofit environment preferred

●      The ability to work on the weekend

●      Experience coordinating a team of volunteers

●      Exceptional interpersonal, oral, and written communication skills

●      A desire to help people, solve problems, and turn challenges into opportunities to make things right

●      Passion for customer service, problem-solving, and building meaningful relationships

●      Ability to take direction and work independently to accomplish assigned tasks

AN ADDED PLUS IF YOU HAVE…

●      Experience with customer service and management tools like Zendesk and/or Salesforce

●      Experience with marketing tools and platforms like Sprout Social and Iterable

●      Experience managing social media accounts on Facebook, Instagram, Twitter, YouTube, and TikTok

YOU’LL BE SUCCESSFUL IF...

You were born a people person.

You enjoy interacting with people ­­over the phone, in person, or through emails and social channels. You’re welcoming and more than willing to help someone find their way around charity: water.

You're a communication ace.

You have amazing written and verbal communication skills and you’re able to communicate complicated ideas concisely. You take your role seriously, knowing that someone’s experience with charity: water can start ­- or end ­-­ with you.

You meet every situation with positivity.

You can handle hard situations with grace and patience. You know how to turn anyone’s bad day into a good one. You firmly believe that there are solutions to every problem and you remain positive in any situation.

You’re a problem solver.

If a supporter calls in with a problem, you make it a top priority to help them resolve it. You keep your cool under pressure and know how to prioritize and when you need help, you let fellow staff members know.

You're trustworthy and professional.

You've proven you're equipped to handle and maintain confidential information. You're set on learning all the ins and outs of the org so that you can handle any question that comes your way.

You're not only driven -- you can drive your own boat

You can work independently. You're trusted and think critically to find solutions and complete tasks that you help prioritize.

TEAM OVERVIEW

The Supporter Experience team is dedicated to providing best-in-class mission-driven customer service supporting retention and offline experiences/engagement. We serve as a bridge between fundraising and creative teams to curate impactful experiences that support retention and impact the bottom line.

ORGANIZATIONAL OVERVIEW

At charity: water, we believe that water changes everything. We work with local implementing partners to fund sustainable solutions that provide clean and safe drinking water to people around the world. Since 2006, with a diverse team of world-changers and an unstoppable community of supporters, we’ve brought clean water to more than 17.5 million people worldwide. With the makings of a mid-size tech startup, we’re reinventing charity through endless innovation, contagious passion, beautifully crafted stories, and a powerful brand that inspires a new kind of generosity.

At charity: water, we value every background, identity, and experience. We believe that a diverse team, informed by different cultures and perspectives, makes us stronger. We are committed to doing the work and challenging each other to be an organization in which everyone is respected and heard. We commit to providing genuine opportunities for all people to thrive. And we will continue to embed diversity, inclusion, belonging, and equality in everything we do.

BENEFITS & PERKS

Unlimited PTO

Summer Fridays

6-week paid sabbatical leave after 5 years of employment

Annual bonus potential through The Pool

401k plan + employer match

Medical covered at 80% + Dental/Vision contributions

FSA + dependent day care FSA

Employer-paid life insurance, STD, LTD

16-week paid maternity and paternity leave for new parents

Stipends for Home office, Professional Development, TSA Pre-check and a You-do-You Perk

2-4 annual travel requirements to spend quality in-person time with the team

Note, charity: water will never ask you for your credit card or financial information during the interview process. Should you receive a message requesting this information, please mark the email as spam and report here.