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Posted 1w ago

Contact Center Donor Services Representative

@ Elevation Connect
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Roseau, /, Dominica
HybridFull Time
Responsibilities:respond inquiries, document interactions, escalate issues
Requirements Summary:High school diploma or GED; 1+ year contact center or customer service; strong communication; computer skills; detail-oriented; multitasking
Technical Tools Mentioned:Case management software, CRM, Chromebook, Headset, Internet connection
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Job Description

About Elevation Connect

Elevation Connect – PERFORMANCE FOR PURPOSE

Elevation Connect delivers a very different contact center experience. We are a customer service and sales company powered by incredibly talented people who are knowledgeable and passionate, and who respond with authentic care for our customers. Our exceptional team members are inspired by our commitment to helping surrounding communities through our "Performance for Purpose" philanthropic model. When people work for a company with purpose, they are driven to out-perform.

We have an exciting opportunity as a Contact Center Donor Services Representative in the Commonwealth of Dominica.

We are currently hiring for a Contact Center Donor Services Representative position in the Commonwealth of Dominica. This position will support our partners who are the leading voluntary health organization in Alzheimer’s care. Our partner’s mission is to end Alzheimer’s and all other dementia – by accelerating global research, driving risk reduction and early detection, and maximizing quality care, support, advocacy, and education. If you are a dedicated and reliable individual and want to make a life changing impact on the millions living with dementia, we encourage you to apply.

The Contact Center Donor Services Representative provides high‑quality assistance to donors, supporters, and constituents by resolving donation‑related inquiries, ensuring accurate gift processing information, and delivering an exceptional donor experience. This role supports donor stewardship by addressing questions via phone, email, and chat; documenting interactions; and escalating complex issues when needed.


Overview of daily activities:

  • Respond to donor inquiries regarding donations, receipts, tribute gifts, recurring gifts, event‑related contributions, and general giving questions across phone, email, and chat channels.
  • Accurately document all donor interactions and updates in the Association’s Constituent Relationship Management systems.
  • Provide clear, empathetic, and donor‑centered support while maintaining confidentiality and data integrity.
  • Troubleshoot issues related to online giving platforms, payment processing, donor accounts, and acknowledgment letters.
  • Identify donor needs through probing and clarifying questions, ensuring each interaction is resolved or appropriately escalated.
  • Support donor stewardship by reinforcing donor impact, organizational mission, and available giving opportunities.
  • Escalate complex donor issues to Donor Support leadership when necessary, consistent with Alzheimer’s Association donor‑support escalation practices.
  • Navigate digital knowledge bases, websites, and reference materials efficiently.
  • Meet or exceed performance metrics, including quality, accuracy, responsiveness, and SLA compliance.
  • Assist with special projects, seasonal giving campaigns, and process improvements as assigned.
  • Other related duties as assigned.

Hours:

  • Training will be at our Roseau office from 8:00am to 4:30pm EDT, Monday through Friday. Training is expected to take approximately two weeks.
  • Production hours will be at our Roseau office from 8:00am to 8:00pm EDT, Monday through Saturday.
  • Training and production dates and hours of operation are subject to change.

Information:

  • Start date is anticipated to be June 1, 2026.
  • Pay rate is $10 XCD per hour.

Requirements:

  • High school diploma or GED and college required.
  • A minimum of 1 year prior experience in a contact center, customer service, phone/chat support roles required.
  • Proficiency with computer systems and software, including case management tools.
  • Excellent communication and interpersonal skills (verbal and written).
  • Strong organizational, multitasking and time management skills.
  • High attention to detail and solution oriented.
  • Ability to handle change and multiple responsibilities.

Technology Requirements:

  • Chromebook (provided)
  • Wired USB Headset (provided)
  • A stable wired internet connection for work at home positions

Elevation Connect will ALWAYS contact you directly for any information about your application.  We will NEVER ask for fees or personal bank information in the interview process.  Please be aware of scams