Customer Service Manager - Mid-Level Donor Representative

Customer Service Manager - Mid-Level Donor Representative

Join to apply for the Customer Service Manager - Mid-Level Donor Representative role at The Global Leadership Network
.

Ensures an exceptional customer experience by managing the Customer Service Team, overseeing the guest registration process for the GLN’s events, addressing customer service issues, and cultivating relationships with GLN mid‑level donors.

The Global Leadership Network (GLN) is a nonprofit organization located in South Barrington, Illinois. We are a team whose mission is to inspire and equip world‑class leadership that ignites transformation. Our strategy is to equip Kingdom‑oriented leaders around the world to awaken and realize grander visions through our two‑day annual Global Leadership Summit and other leadership development resources.

The Global Leadership Summit is attended by 60,000+ leaders in 400 sites (primarily churches) throughout the United States. The Summit is translated into 50+ languages and held in over 800 sites in 110 countries reaching over 240,000 international leaders from September to April.

Job Status
:
Full Time, Regular, Exempt

Position Team
: U.S. Field Team

Reports to
: SVP of Church and Market Engagement… dotted line to VP of Development

Benefits (PT30-FT):
Our comprehensive benefits package includes health, dental and vision insurance, life insurance, retirement savings with company match, generous paid time off, mental health counseling reimbursement, and more.

Salary Description
:
The annual salary range for this position is between $52,800 - $66,000 depending on experience and skill set.

Remote Work Schedule
:
This position currently has a remote schedule which includes working at home most weeks but joining staff development meetings in the office four times a year, and serving in the office with the part time team and interns the first week of June and the first week of August.

• Customer Service Team:
  Manages the Customer Service Team who serves the GLN’s customers by (a) addressing questions and resolving issues, (b) equipping customers with the GLN’s products and services which meet their needs, (c) encouraging and praying for customers.
• Supervise Team Members:
  Recruits, interviews, hires, and trains team members and volunteers. Oversees the daily workflow of the team. Develops team members and manages performance.
• Customer
  
  Experience:
  
  Drafts, implements, and executes policies and procedures to facilitate an exceptional customer service experience. Establishes service levels and requirements for the Customer Service Team. Configures and manages customer support systems (e.g. chatbot). Develops and implements methods to record, assess, and analyze customer feedback. Provide ongoing training and updates to Customer Service Team members.
• Issue Resolution and Innovation:
  Identifies and implements policies, procedures, and systems to improve the overall customer experience and operational efficiency. Addresses customer service issues (systems, communication, etc.) by working with the GLN’s technology, marketing, product, and other team members.
• Mid‑Level Donor Relationship Management:
  Cultivates relationships with mid‑level donors (giving $1,000 to $5,000) by developing and implementing effective stewardship and solicitation plans. Engages with assigned donors via e‑mail, phone and text to express gratitude, provide updates on GLN’s vision and impact, and build relationships. Executes the communication and solicitation plan as defined by the VP of Development.
• Collaboration:
  
  Participates in cross‑functional teams to increase efficiency, communication and guest experience satisfaction. Raises awareness of concerns and innovations.
• Performs other related duties as assigned.

• Customer service
• Relationship management
• Communication
• Detail orientation
• Accountability
• Management skills to provide direction and support for team members
• Professional and courteous interactions with church leaders, donors and staff
• Building relationships with church and business leaders and donors over the phone
• Quick learner on…