Call Center-Escalation Specialist (Remote in the USA)

At ALSAC you do more than make a living; you make a difference. We like people who are different…because we’re different, too. As one of the world’s most iconic and respected nonprofits, we know what it’s like to stand out. That’s why we’re looking at you. Your background, perspective, and desire to make an impact set you apart. As we work to help St. Jude cure childhood cancer, we're calling on the game-changers, innovators and visionaries to join our family. Not just for the kids of St. Jude, but also for you. Because at ALSAC, we develop and celebrate our employees. So, bring your whole, authentic self and become part of our shared mission: Finding cures. Saving children.® Job Description Schedule: Monday - Friday 10:30am-7pm CST The Associate IV-DAT serves as a key resource for resolving complex donor inquiries, escalated issues, and requests that require detailed research or follow-up. This role partners with contact center teams and cross-functional departments to ensure a positive donor experience, provide issue resolution, identify process improvements, and support operational excellence. The ideal candidate is customer-focused, professional, and solution-oriented, with the ability to effectively communicate across multiple channels while maintaining a high level of donor satisfaction. Key Responsibilities Serve as the primary point of contact for escalated donor concerns and complex service issues. Take ownership of donor inquiries from initial contact through resolution, ensuring a timely and positive experience. Research and resolve donor issues by identifying root causes and recommending appropriate solutions. Collaborate with internal teams and business partners to address donor concerns and facilitate issue resolution. Document donor interactions accurately and maintain records in designated systems. Monitor trends, identify recurring issues, and recommend improvements to processes and procedures that enhance the donor experience. Provide guidance and support to contact center representatives regarding policies, procedures, and donor interactions. Deliver new hire training, refresher training, and transition support as needed. Respond to donor and client inquiries through phone, email, and other communication channels in a professional and timely manner. Follow up with donors to ensure concerns have been resolved and expectations have been met. Meet established service standards, quality expectations, and productivity goals. Maintain knowledge of organizational policies, procedures, and compliance requirements. Provide feedback to leadership regarding operational challenges, process improvement opportunities, and best practices. Qualifications Education & Experience High school diploma or GED required. Minimum of two years of customer service, contact center, call center, telemarketing, or related experience. Skills & Abilities Strong verbal and written communication skills. Ability to handle challenging customer interactions professionally and effectively. Strong problem-solving, analytical, and decision-making skills. Ability to interpret and follow detailed verbal and written instructions. Experience working with data entry and business applications. Proficiency in Microsoft Office, including Word and Excel. Strong organizational skills with the ability to manage multiple priorities and meet deadlines. Commitment to delivering exceptional customer service and donor satisfaction. Benefits & Perks The following Benefits & Perks apply to Full-Time Roles Only . We’re dedicated to ensuring children and their families have every opportunity to enjoy life’s special moments. We’re also committed to giving our staff excellent benefits so they can do the same. Core Medical Coverage: (low cost low deductible Medical, Dental, and Vison Insurance plans)​ 401K Retirement Plan with 7% Employer Contribution Exceptional Paid Time Off Maternity / Paternity Leave Infertility Treatment Program Adoption Assistance Education Assistance Enterprise Learning and Development And more ALSAC is an equal employment opportunity employer. ALSAC does not discriminate against any individual with regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, transgender status, disability, veteran status, genetic information or other protected status. No Search Firms: ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email, the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC.