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The Global Leadership Network · 2 months ago

Customer Service Manager - Mid-Level Donor Representative

South Barrington, IL, USA

Full-time

Hybrid

Mid Level

$53K/yr - $66K/yr

3+ years exp

The Global Leadership Network (GLN) is a nonprofit organization located in South Barrington, Illinois, dedicated to inspiring and equipping world-class leadership. The Customer Service Manager - Mid-Level Donor Representative is responsible for managing the Customer Service Team, ensuring exceptional customer experiences, and cultivating relationships with mid-level donors.

Education

Responsibilities

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

Recruits, interviews, hires, and trains team members and volunteers. Oversees the daily workflow of the team. Develops team members and manages performance

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

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

Cultivates relationships with midlevel 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

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

Qualification

Customer serviceRelationship managementManagement skillsData entryMicrosoft OfficeCommunicationProblem-solvingDetail OrientationAccountabilityFlexibility

Required

Bachelor's degree or equivalent experience (preferred)

3+ years in a customer service position or similar role

2+ years of supervisory or team leadership experience

Able to work at desk, on phones, within a specific phone schedule, each workday –(i.e. 40 hours 5 days a week)

Proficient in Microsoft Office and other common computer systems

A vital relationship with Jesus Christ as Lord and Savior and active participant of a local church that holds to a historic to a historic, orthodox understanding of biblical Christianity