The Operations Coordinator is responsible for performing a wide range of donor services, including responding to donor inquiries via email, website, postal mail, SMS, phone, email and in-person; accepting, entering, reconciling, acknowledging and reporting donations; entering demographic data into Salesforce NPSP; importing demographic, donation, and event participation files from CCRF’s external vendor(s) and the CCRF website; and, assisting at events. The Operations Coordinator is responsible for ensuring the highest level of customer service to donors, prospects, event attendees, internal staff, and vendors.

This position is hybrid and does require at least 2 days in office.

Daily Donation Entry and Reconciliation

• Enter gifts and pledges; verify quality of data from all sources and resolve related issues
• Process credit card transactions in compliance with PCI standards
• Assist with the matching gift process
• Verify and import Cager, event, and external donation/participation files
• Maintain daily reconciliation of donations, including cashbook updates and batch cover sheets for Finance
• Bank deposit processing in Deposit Edge
• Process returned mail and prepare returned coins for deposit
• Investigate and resolve financial or Salesforce NPSP-related issues
• Process donation adjustments
• Support development and documentation of database policies and procedures
• Pull and prepare gift entry files daily
• Track and resolve data inconsistencies in coordination with vendor

Customer Service

• Provide exceptional customer service to donors and staff
• Respond promptly to donor requests via mail, phone or email, including payment details, credit card updates, and routing requests to appropriate staff
• Assist with inquiries on giving options, tribute and stock gifts, required forms (e.g., W-9, 501(c)(3)), and online donation issues
• Accept in-person donations and event registrations
• Monitor and manage shared email and voicemail inboxes for inquiries from donors, the public, third parties, and organizations; respond or route accordingly
• Answer customer service calls and forward as needed
• Support special events as scheduled (weekend and evening work required 4-5 times a year)

Salesforce NPSP Maintenance

• Update constituent records (e.g., addresses, payment info, preferences, duplicates)
• Complete database cleanup projects as assigned
• Import gift entry data and maintain import tools and profiles
• Document and improve import processes to ensure data quality

Donor Correspondence

• Prepare and send daily tax receipts, tribute notifications, soft credits, and other non-tax communications

Other duties as assigned

• 2-5 years of work experience in a related field
• Associate's degree
• Microsoft Office proficiency, particularly word and excel
• Experience with project management tools
• Strong attention to detail, organization and prioritization skills
• Ability to work independently yet collaboratively with multiple teams or departments
• Excellent verbal and written communication skills
• Good judgment and the ability to maintain confidential information