Overview

Lead, connect, and impact! As the Donor Services Supervisor reporting to the Donor Care Manager, you'll support the on-site team responsible for inbound and outbound communications with EMF's 700K+ donors. Your daily mission involves overseeing operations to ensure accuracy and timeliness, maintaining a keen focus on deadlines and priorities. More than a supervisor, you're the architect of a "one touch" experience, fostering positive connections with each donor interaction. Embrace our Donor Engagement DNA, actively engaging with our extensive donor community to create meaningful and lasting connections. This isn't just a role; it's your opportunity to lead a team dedicated to the art of exceptional donor services and make a lasting impact on the lives of our donors.

This role is 100% on-site at our Franklin, TN facility.

Here's some background and experience we are needing:

• Minimum two years of experience in a Customer Service Leadership role.
• Demonstrate strong verbal and written communication skills.
• Ability to stay calm in stressful or high-volume situations while still meeting deadlines.
• Desire for making things go right the first time.
• Commitment to accuracy and strong decision-making skills and analysis.
• Ability to multitask and stay organized and has active listening, quick problem solving and efficient time management skills.
• Excellent interpersonal and leadership skills; ability to build strong relationships with fellow team members, co-workers, and leaders, and achieve results within a population that may possess competing opinions and/or expectations.
• Ability to adjust to changing priorities, meet deadlines, and work under time constraints.
• Disciplined self-starter: takes responsibility and initiative for professional and leadership opportunities and seeks out new tools for staying current and relevant with industry.
• Proficient with basic computer software and phone systems; demonstrate competence in a variety of applications, including but not limited to, Salesforce CRM and Microsoft programs, such as Outlook, Word, Excel, PowerPoint, Teams, SharePoint.
• Ability to handle sensitive and confidential information appropriately and with discretion.
• Demonstrate ability to analyze and synthesize data from a wide variety of sources and present the resulting information in a clear summary.
• Proficient in creating and editing documents in various applications to deliver to team and leadership. This may include but is not limited to SOP’s, guidelines, and training materials.
• Ability to travel a few times a year for industry conferences and team meetings, as requested by management.

Here's some of what you will be doing:

• Leads by example in demonstrating positive support on all donor connections using the K-LOVE and Air1 brand voice in verbal and written communications.
• Responsible for establishing team schedule and daily prioritization based off needs of the business.
• Has a clear focus on optimizing the quality of the donor experiences with every team member and provide consistent feedback for growth and learning.
• Collects, analyze, and runs reports to convey metrics and KPI’s to team and Leadership.
• Provides call/email/correspondence quality monitoring for feedback to Donor Services team members.
• Assists team members on customer service issues and donor escalations.
• Ensures team members understand and comply with objectives, performance standards, and policies.
• Maintains PCI Compliance; handles donor information with a high level of confidence and sensitivity.
• Responds positively to difficult inquiries while maintaining a professional, courteous, and warm manner, representing EMF with a great deal of integrity.
• Ability to operate CRM and perform updates and maintenance on donor accounts.
• Makes outbound calls to donors, on a on-needed basis.
• Proactively addresses potential system issues internally and externally.
• Continually seeks ways to streamline and improve departmental functions.
• Partners with manager and other DE team members to support long term planning and vision implementation through identification of department initiatives, collaboration, and prioritization.
• Participates in interviewing, hiring, and onboarding new team members.

What we can offer you:

• Industry leading Medical, Dental & Vision coverage
• Short/long term disability and life insurance
• Robust 401K with company match
• Parental leave with Baby Bonding pay
• Generous PTO, holiday and sick pay
• Unique company culture that includes exclusive access to concerts, movie premieres, media industry events, and more
• Leadership and Career Development Programs including free access to LinkedIn Learning platform

About Us

Educational Media Foundation (EMF) is a nonprofit, multi-platform media company on a mission to draw people closer to Christ. Founded in 1982 in Santa Rosa, CA, with a singular radio station, EMF today owns and operates the nation's two largest Christian music radio networks (K-LOVE and Air1) with over 1,000 broadcast signals across all 50 states, streaming audio reaching around the world, and a growing family of media ministries including podcasts, books, films, concerts, and events. EMF employs nearly 500 team members between its offices in Nashville, TN, Rocklin, CA, and field locations around the country.

“As an Equal Opportunity Employer, EMF makes employment decisions based on merit and other legitimate reasons. The Company is committed to a diverse and inclusive work environment and the promotion of equal employment opportunities regardless of protected class, characteristic or status. However, EMF is also a religious non-profit organization where all team members contribute to the Company’s mission of encouraging our audiences “to have a meaningful relationship with Christ.” Therefore, pursuant to the Civil Rights Act of 1964, Section 702 (42 U.S.C. 2000e I(a)), EMF has the right to hire only candidates who agree with the Company’s Statement of Faith. Also, as a religious non-profit organization, the Company is not governed by the CA Fair Employment and Housing Act.”