Job Description

Main Job Purpose

The Client Support Representative is responsible for ensuring an exceptional donor experience through timely, professional, and proactive communication. As one of the primary points of contact for donor inquiries, this role manages incoming phone calls and emails, conducts stewardship outreach to strengthen donor relationships, and supports basic data handling tasks to maintain accurate donor information. The Client Support Representative plays a key role in enhancing donor satisfaction, retention, and long-term engagement with the organization.

Key Interfaces

1. Donor Communication & Support
• Serve as the main point of contact for donors, responding promptly and professionally to phone calls and emails.
• Provide clear, empathetic resolutions to donor questions, concerns, and requests.
• Ensure all interactions reflect the organization's commitment to donor care and relationship-building.

2. Stewardship & Donor Engagement
• Make outbound stewardship calls to thank donors, provide updates, and maintain ongoing relationships.
• Support donor engagement activities by keeping donors informed and valued.

3. Data Handling & Administration
• Perform basic Excel and CRM data tasks, including updating donor details, logging interactions, and ensuring record accuracy.
• Assist in preparing simple reports or lists as required by the Fund Development team.

4. Internal Collaboration
• Coordinate with fundraising and donor care teams to ensure consistent messaging and smooth donor experiences.
• Share donor feedback or issues with relevant departments to support continuous improvement.

Responsibilities

1. Provide Excellent Donor Care to AFHC
• Responsible for implementing and contributing to the Donor Care strategy for AFHC, including regular engagement of donors via inbound and outbound phone calls and emails.
• Maintain a professional and consistent Donor Care system that strengthens long-term relationships with AFHC donors.
• Answer all incoming donor phone calls, document call outcomes, and maintain detailed logs/notes within the CRM to ensure continuity and follow-up.
• Respond promptly to emails, ensuring all communication is recorded accurately and any required actions are tracked and completed.
• Effectively handle donor complaints, implement lessons learned into future interactions, and escalate issues to the line manager when necessary.
• Conduct outbound stewardship communication, including thank-you calls, event invitations, pledge follow-ups, and general check-ins to support donor retention.
• Implement the donor communication schedule via phone and email to contribute to AFHC’s donor retention plan.
• Follow SOPs for the Donor Care department to ensure consistency, efficiency, and excellence in donor engagement and stewardship.

2. Regular Giving Administration
• Manage and administer Regular Giving income, including direct debits and pledges.
• Administer pledge updates, cancellations, and payment processes as required.
• Respond to incoming donor phone and email inquiries in a timely manner, maintaining accurate notes and logs for each interaction.
• Support stewardship by conducting outbound calls/emails to RG donors when needed (e.g., missed payments, updates, or appreciation).
• Complete any other ad hoc tasks assigned by the Senior Donor Care Officer.

3. Donor Care Regular Reporting
• Keep the CRM system up to date with all donor interactions, including call logs, email correspondence, and stewardship activities.
• Ensure donor queries received via phone, email, social media, or other channels are addressed promptly, with escalation when appropriate.
• Maintain accurate timelines for donor follow-up tasks and communication commitments.
• Ensure progress or situational reports are delivered to donors correctly and within agreed timelines.

4. One-to-One Orphan Sponsorship Administration
• Administer new sponsorships received through all income streams.
• Process cancellations from donors and field offices and ensure timely updates within the CRM.
• Maintain organized email, paper, and electronic filing systems related to orphan and child welfare programs.
• Send monthly Regular Giving and annual orphan sponsorship payment notifications to donors.
• Maintain strong working knowledge of campaigns and appeals relevant to orphans and child welfare.
• Support the growth of orphan sponsorships through outbound stewardship efforts, donor follow-ups, and targeted engagement strategies.

Job Requirements

Qualifications
• CSJ Eligible: Must meet the Canada Summer Jobs eligibility criteria.

Languages️
• Strong written and spoken English
• Knowledge of Arabic or Urdu is an asset

Expected Start Date: May 11th, 2026
Expected End Date: July 3rd, 2026
Work Term: 8 weeks
Hours: 30 hours/week
Rate: $20 CAD/hour.