Customer & Donor Services Team Lead Job at Faith Comes By Hearing (Albuquerque)

Job Description

The Customer & Donor Services Team Lead provides superior service to customers, donors, pastors, and ministry partners while coordinating the daily workflow of the Customer & Donor Services function. This role serves as both an ambassador of Faith Comes By Hearing and a key operational support partner to the Donor Engagement Team. The Team Lead oversees incoming communications, reception responsibilities, and donor inquiries while ensuring accurate CRM data management and administrative excellence. In collaboration with the Donor Engagement Operations Specialist, this position supports reporting, mailings, donor communications, and special projects—helping the department achieve its fundraising goals with professionalism, discretion, and care.

Job Responsibility

Provide day-to-day leadership, guidance, and support to the Customer/Donor Services team, fostering a culture of excellence, hospitality, accuracy, and exceptional service
Serve as the primary point of coordination for scheduling, coverage, and workflow for the Customer/Donor Services team
Model exceptional donor and customer care through direct engagement via phone, email, and in-person interactions
Assist with onboarding, training, and ongoing coaching of Customer/Donor Services team members
Ensure consistent application of service standards, policies, and procedures
Ensure timely and gracious handling of incoming calls, emails, and inquiries related to donations, products, ministry programs, and general information
Support donors, churches, pastors, and ministry partners by answering questions, resolving issues, offering prayer when appropriate, and connecting individuals to Donor Engagement representatives as needed
Serve as escalation point for complex or sensitive customer/donor service matters
Ensure accurate documentation of donor and customer interactions in Salesforce and NetSuite
Serve as the primary administrator for the Every Church Every Village program
Explain program participation to churches and ministry partners and guide them through the process
Determine Scripture language needs and coordinate orders to align with trip timelines
Enter and track orders, send follow-up communications, and coordinate receipt of photos and reports
Collaborate with Donor Engagement representatives and regional leaders on larger or complex ECEV orders
Provide donor engagement administrative and reporting support in coordination with the Donor Engagement Operations Specialist, who sets workflow priorities and standards for donor engagement-related tasks
Assist with donor engagement mailings, reports, acknowledgements, and documentation as assigned
Generate CRM-based reports, lists, and queries to support donor engagement, special projects, and leadership needs
Maintain accuracy and integrity of donor and customer records within Salesforce and NetSuite
Oversee and maintain inventory of development support materials, promotional devices and event materials
Research donors/prospects and general donor development information as requested by team members via Intelius
Process orders in New Suite for requested items to be sent to donors/partners
Distribute welcome packets every Friday to all new donors
Distribute prayer letter every 3 months, to donors and partners
Maintain department master calendar
Support donor engagement-related logistics, communications, and coordination as requested
Assist the Chief Development Officer with administrative support for special projects, initiatives, and events
Process weekly wealth screen process for new donors who give $500+ single gift or new contacts
Occasional batch screening may be required following special events and conferences
Create and maintain CRM reports, dashboards, and data summaries for leadership review and decision-making
Support time-sensitive or confidential projects requiring high accuracy and discretion
Collaborate closely with the Donor Engagement Manager, Donor Engagement Operations Specialist, Accounting, MarComm, IT, and other departments as needed
Assist with departmental meetings, documentation, and coordination
Perform general administrative duties including written and verbal correspondence
Provide coverage for reception or switchboard functions as needed

Requirements

Minimum 3–4 years of experience in customer service, donor services, or administrative support, preferably in a nonprofit or ministry environment
Demonstrated experience providing leadership or lead-level responsibility within a team setting
Strong interpersonal skills with a heart for serving donors, churches, and ministry partners
Proven ability to handle sensitive and confidential information with discretion
Proficiency in CRM systems (Salesforce preferred) and financial/order systems (NetSuite preferred)
Strong organizational skills with ability to manage multiple priorities and meet deadlines
Excellent written and verbal communication skills with a professional and gracious phone presence
Proficiency in Microsoft Office applications including Word, Excel, Outlook, and Calendars
Detail-oriented with strong analytical and problem-solving abilities

Nice to have

Experience working with church leaders or ministry partners
Familiarity with donor engagement or development operations

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