Overview

Since 1972, Covenant House has served and advocated for youth and young families experiencing homelessness, human trafficking, and exploitation. Our overarching goal is to end homelessness among youth and young families by helping them achieve housing stability, heal from trauma, tap into their innate resilience, and hone their interests and skills to forge new pathways to independence. This work is carried out across Covenant House sites in 34 cities in the US, Canada, Mexico, Guatemala, and Honduras.

About the Role

The Associate, Donor Care (Bilingual Spanish) serves as a key point of contact for Covenant House supporters, providing high quality donor services via phone and email.

In this role, you will report directly to the Manager, Donor Care, and will be responsible for addressing donor inquiries, processing donations, and maintaining accurate donor records using our CRM system. Spanish fluency is essential, as a portion of our donors are Spanish speaking and we are committed to deepening our engagement within this community.

The annual salary range for this position is $40,000 to $50,000, which equates to $21.98 to $27.47 per hour. Please note that our standard workweek is 35 hours.

Essential Duties and Responsibilities

• Provide warm, efficient greetings to donors and identify the purpose of their call

• Respond to inquiries and resolve donor concerns via phone and email

• Accept and process donations via phone following Payment Card Industry Data Security Standards (PCI) compliance guidelines

• Reference call scripts for frequently asked questions (FAQs)

• Make basic updates to donor records in CRM

• Maintain accurate log of donor calls and interactions records

• Adhere to established communication procedures, guidelines and policies

Knowledge, Skills and Abilities

• Full fluency in spoken and written Spanish

• Proven customer support experience

• Skilled in managing phone interactions with strong active listening activities

• Familiar with Microsoft 365

• Customer orientation and ability to adapt/respond to challenging situations

• Excellent verbal and written communication skills

• Ability to multitask, prioritize and manage time effectively

• Must be familiar and able to speak about the mission of Covenant House

Required Qualifications

• 1-3 years of related experience in customer service or donor communication.

Preferred Knowledge, Skills, Abilities and Qualifications  

• Proficient in CRM systems and practices, preferably but not limited to EveryAction

 Travel Requirements 

• Ability to travel twice per year to New York City for our two annual in-person traditions: our Staff Day of Renewal in September and our Holiday Celebration in January  

• Outside of the Staff Day of Renewal and Holiday Celebration, this position is 100% remote 

Our Community

Our critical mission demands that we have all voices at the table. A team of diverse people, perspectives, and experiences is smarter, stronger, and more effective for our young people. At Covenant House, every team member is valued, respected, heard, and supported, and we welcome honest and courageous self-reflection on any aspects of our work that are based on biased or outdated viewpoints. We deliberately create opportunities for our staff to grow and thrive.

Covenant House International is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind: CHI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CHI are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, belief, sex, sexual orientation, gender identity, national origin, veteran status, family or parental status, disability status, or any other status protected by the laws or regulations in the locations where we operate. CHI will not tolerate discrimination or harassment based on any of these characteristics and encourages all qualified applicants to apply.

If you have a disability or medical condition and need an accommodation, such as an ASL interpreter or a different interview format, or if you have physical accessibility needs, let us know. Contact us at 1-800-388-3888, Monday through Friday, 9 a.m. to 5 p.m., Eastern Time or email us at chipeopleandculture@covenanthouse.org.