Sandy Hook Promise (SHP) is a national nonprofit organization with a mission to end school shootings and create a culture change that prevents violence and other harmful acts that hurt children. Through its life-saving evidence-informed Know the Signs prevention programs, SHP educates and empowers youth and adults to recognize, intervene, and get help for individuals who may be socially isolated and/or at risk of hurting themselves or others. SHP is a moderate, bipartisan organization that supports sensible policy solutions that address the human side of gun violence and make schools safer.
SHP is led by several family members whose loved ones were killed in the tragic mass shooting at Sandy Hook Elementary School on December 14, 2012.
Commitment to Racial Justice, Equity, Diversity, and Inclusion
SHP strives to ensure its culture and work environment reflect the values of race, diversity, equity, and inclusion (REDI) and is responsive to the views and issues of the diverse communities with which we live and work. SHP encourages individuals who have demonstrated a commitment to equity and inclusion to apply.
Position Summary
The Supporter Relations Associate for Sandy Hook Promise is often the first real person most potential donors, supporters, activists, students and others communicate with after receiving email, text messages, seeing SHP in the media, and/or visiting SHP’s website or social channels. This role requires patience, compassion, and a genuine desire to help people engage with our mission. You will help people to understand SHP’s programs, advocacy efforts, and research, adjust communication and donation preferences, and, when appropriate, connect them with relevant staff members. Reporting to the Senior Associate, Supporter Relations, the Associate will help manage timely responses for the key inbound communication channels.
Job Responsibilities
- Respond to all routine email and SMS inquiries and requests in a timely manner including resource requests, donation cancellations, refunds, and other transactional support
- Investigate donor transactions and activities on multiple platforms for donor relations and internal team reporting needs
- Track daily/weekly data for reporting and monitoring donor trends/activity
- Coordinate across teams to ensure inquiries are responded to by appropriate team/staff member
- Assist with program-related support requests, social media inquiries, and online store orders.
- Other duties as assigned by Senior Associate, Supporter Relations in collaboration with the Associate VP of Communications and VP of Marketing.
Qualifications
Experience in public-facing customer service roles required
Solutions-oriented; ability to find a positive resolution to any issues that may arise
Ability to maintain calm demeanor throughout any supporter/donor interactions; ability to de-escalate challenging situations
Familiarity with where and how to find answers independently. (e.g., Search the website and other documentation)
Ability to navigate various communication platforms and use various customer service tools to process and track requests
Ability to use critical thinking skills to identify trends for supporter/donor needs, messaging for common inquiries and other process improvements.
Ability to advocate for the supporter/donor
Excellent written and verbal communication skills
Experience with Outlook and Excel
Must be able to work independently in a fast-paced environment
Willingness to help where support is needed.
Benefits and Salary Range
The salary range for this position is $52,000-$62,000. (New hires are typically brought into the organization at a salary closer to the start/middle of the range depending on qualifications and internal equity.)
SHP offers a competitive benefits package, including:
Generous paid time off and holidays
Paid parental leave Health, dental, and vision
Employer paid life insurance and short- and long-term disability
401k match
Employer Paid Employee Assistance Program.
Our organization operates within a distributed workforce, allowing for location flexibility across the country for most positions. We provide remote office support for all staff, which includes a laptop, home office reimbursement, monthly Wi-Fi reimbursement up to $40, and cell phone provided.
