Job Objective:

Maintain and enhance partner relationships by engaging the CBN community through CBN websites, apps and social media sites. Grow CBN omnichannel presence by responding to user comments, inquiries, and prayer requests. Spread awareness of CBN ministry and humanitarian efforts to encourage financial support. Moderate multiple channels to ensure users abide by CBN Terms of Use. Facilitate online chat with users contacting CBN for prayer or customer service. Resolve or escalate partner issues or concerns as appropriate. This position works primarily remotely.

Duties and Tasks:

1. Actively engage CBN online users through various digital sites to encourage continued community interaction and ongoing relationship with CBN
2. Respond in a timely manner to electronic requests for prayer and ministry using biblical doctrine and offering CBN resources for follow up
3. Communicate digitally with established and prospective CBN partners to encourage financial support
4. Respond live through Messaging platform to appropriately process literature requests, product orders, pledges, and partner account updates
5. Escalate online customer service or heavy ministry related requests appropriately
6. Moderate conversations among CBN community members to ensure adherence to Terms of Use
7. Support online CBN marketing campaigns by prioritizing coverage and implementing requested responses
8. Follow CBN departmental procedures when handling contacts
9. Maintain attendance, productivity, and quality per established performance standards
10. Other duties as assigned

Required Knowledge, Skills, and Abilities: 

1. Strong knowledge of the internet, apps and app reviews, email and social media platforms, including YouTube, Instagram, and Facebook
2. Ability to quickly learn current and emerging social media platforms and programs
3. FB Business Manager and Hootsuite experience preferred but not required
4. Knowledge of the Bible and ability to pray concise, scripture-based prayers
5. Excellent ability to listen and express empathy on digital channels, while also monitoring for inappropriate content
6. Ability to communicate on multiple channels with strong written communication, including proper use of sentence structure, grammar, and spelling
7. Experience with non-profit or ministry fundraising required
8. Strong ability to multi-task and easily learn new software
9. Strong computer skills including use of Windows-based and Macintosh operating systems, MS Office365, email, and chat
10. Ability to appropriately represent the CBN brand using sound judgment and discretion
11. Ability to work independently in a structured, fast-paced environment
12. Ability to self-manage and frequently adapt to change
13. Willingness to accept feedback, apply guidance, and improve performance.
14. Skilled in participating in a thriving Team dynamic and taking initiative
15. Well organized with strong attention to detail and effective time management
16. Strong ability to maintain consistent punctuality and attendance
17. Ability to work weekends and holidays as needed
18. Excellent ability to maintain confidentiality and safeguard sensitive information per department protocols
19. CRM database experience preferred but not required
20. Ability to demonstrate strong critical thinking skills
21. Strong ability to deescalate online user concerns
22. Experience troubleshooting software preferred but not required

Reporting Relationship:

Reports to Social Media Coach