WHO WE ARE:

The National Multiple Sclerosis Society mobilizes people and resources to drive research for a cure and to address the challenges of everyone affected by MS. To fulfill this mission, the Society funds cutting-edge research, drives change through advocacy, facilitates professional education, collaborates with MS organizations around the world, and provides programs and services designed to help people with MS and their families move their lives forward. We partner with volunteers to accomplish our work. Staff members engage volunteers through effective and timely communications, facilitating meaningful opportunities, and continually seeking and providing feedback for reciprocal growth and learning.
Job Summary:
The Constituent Experience Center (CXC) provides support and outreach to thousands of donors and special event participants responsible for generating the majority of National MS Society revenue. This position is responsible for handling reactive and proactive communication, researching and resolving problems related to areas including but not limited to: financial transactions, technical support, registration, event experience details, and social media fundraising, for donors, participants, and staff (including VIP event fundraisers, major donors, and Society leadership) who donate to, participate in, or support hundreds of events in all markets of the National MS Society. In addition, this position is responsible for supporting CXC operations, training, and team collaboration.

Main Responsibilities:

• Deliver exceptional reactive (inbound) and proactive (outbound) service to donors and event participants across all regions via phone, email, and other channels as needed.
• Resolve problems and deliver information related to donations, fundraising, online tools, registration, and the event experience.
• Maintain timely and accurate records of completed work.
• Actively identify and support prospects with potential for increased/significant giving or engagement, sharing information with relevant staff partners and documenting findings promptly and accurately.
• Actively participate in developing, maintaining, and delivering CXC training program and resources.
• Assist with CXC operational duties, including (but not limited to):
• Distribute/assign work to CXC staff:
• Triage incoming email, phone, and voicemail correspondence (and other channels as needed)
• Assign outbound call lists
• Create and maintain CXC staff schedules
• Coach Society staff on CXC best practices and guidelines.
• Assist with communication, planning, and record keeping related to outbound calling.
• Maintain up-to-date understanding and skills in areas including (but not limited to): relevant software, internet applications, Society websites and online tools, external web browsers, mobile apps, social media platforms, event details, and team and organizational processes and policies.
• Support CXC team members by sharing timely and accurate information and actively utilizing online messaging tools.
• Assist with other areas as needed and other duties apparent or assigned.

What We’re Looking For:

• Exemplary oral and written communication skills, and interpersonal skills
• Exceptional, organizational, analytical, time management, and multi-tasking skills with strong attention to detail
• Ability to be creative, set priorities, make quick and sound decisions, problem solve, manage large amounts of information effectively, and work toward goals both independently and collaboratively
• Excellent customer service skills that include a patient, positive, and professional attitude under pressure
• Strong technical abilities (MS Outlook, Word, Excel, CRM, online fundraising tools, databases, mobile apps, etc.) and troubleshooting and research skills.
• Interest and skills in training and coaching
• Ability to work with diverse people, with a variety of personalities and abilities
• This position may require a hard-wired/Ethernet internet connection.

Location Requirement:

• Remote - Flexible Location
• Work is primarily performed remotely, however, when possible and necessary, teams meet in person to conduct the business of the organization and build team relationships.

Benefits | Compensation:
The estimated hiring compensation range for this role is $21-$25 per hour. Final offers will be based on the candidate’s geographic location, consider career experience and may vary from this range due to these and other factors.
You will have the opportunity for a highly competitive, comprehensive benefit package that the Society provides to employees. Your benefits include a considerable Paid Time Off Plan; Paid Holidays; 401k Retirement Savings Plan with Society match; Commuter Benefit Plan; Comprehensive Health & Welfare benefits including Medical, Dental, Vision, Flex Spending Accounts, Life Insurance, Disability Coverage, Spring Health Membership offering free therapy and professional coaching, as well as additional voluntary benefit offerings. Not to mention, you will join an incredible mission focused team of people!
We’re committed to supporting the growth of every employee through a structured and transparent approach to career development. We use Talent Portraits to define clear expectations, development opportunities, and advancement paths — whether you’re growing as a people leader or deepening your expertise as an individual contributor. Each role is thoughtfully placed within one of these pathways (Leadership or Partner) to help you understand how it fits into our broader organization and your potential career journey.
This position is classified as Partner - Professional.
The National MS Society is committed to building a diverse and inclusive workforce. We strive to create a workforce that reflects the communities we serve and where everyone feels empowered to bring their authentic selves to work. We need you and your unique talents and perspectives to help us write the last chapter on MS.

• Deliver exceptional reactive (inbound) and proactive (outbound) service to donors and event participants across all regions via phone, email, and other channels as needed.
• Resolve problems and deliver information related to donations, fundraising, online tools, registration, and the event experience.
• Maintain timely and accurate records of completed work.
• Actively identify and support prospects with potential for increased/significant giving or engagement, sharing information with relevant staff partners and documenting findings promptly and accurately.
• Actively participate in developing, maintaining, and delivering CXC training program and resources.
• Assist with CXC operational duties, including (but not limited to):
• Distribute/assign work to CXC staff:
• Triage incoming email, phone, and voicemail correspondence (and other channels as needed)
• Assign outbound call lists
• Create and maintain CXC staff schedules
• Coach Society staff on CXC best practices and guidelines.
• Assist with communication, planning, and record keeping related to outbound calling.
• Maintain up-to-date understanding and skills in areas including (but not limited to): relevant software, internet applications, Society websites and online tools, external web browsers, mobile apps, social media platforms, event details, and team and organizational processes and policies.
• Support CXC team members by sharing timely and accurate information and actively utilizing online messaging tools.
• Assist with other areas as needed and other duties apparent or assigned