Member Development Representative – Audience and Member Services

GBH enriches peoples lives through programs and services that educate inspire and entertain fostering citizenship and culture the joy of learning and the power of diverse perspectives.

At GBH we believe in the advantages of coming together to build community mentor and learn from colleagues and connect more deeply with our mission. As a result the majority of our staff are hybrid and work both from home and onsite. Our current hybrid approach requires staff to work onsite a minimum of two days each week every Tuesday and Wednesday Hybrid staff are also welcome to come in additional days each week or may be asked to come in on other days by their manager.

DEPARTMENT OVERVIEW

The Membership team part of GBHs Development division enables the WGBH Educational Foundation to fulfill its public media mission by raising individual contributions in support of television radio and digital programming as well as special projects across GBH the Cape & Islands Radio Station (CAI) and New England Public Media (NEPM). Membership oversees directresponse fundraising and member engagement efforts that generate essential resources for the organization and collaborates closely with GBHs National Production Units and the Contributor Development Partnership (CDP) which supports GBH CAI and NEPM members and viewers nationwide.

JOB OVERVIEW

Reporting to the Manager of Audience and Member Services (AMS) the Member Development Representative will:

• Respond by phone e-mail web chat and SMS platforms to audience and member questions comments problems and needs in accordance with established standards/policies
• Generate donations by soliciting support after providing exceptional service and response to members needs
• Educate all in-bound callers on GBH membership benefits and mission
• Develop and maintain a broad knowledge of GBH television/radio programming special events services and benefits in order to promote GBH membership and Mission
• Accurately reflect all member and non-member activity in Salesforce GBHs customer relationship database
• Provide operational support as needed including: assisting in uploads and processing incoming gifts making adjustments to existing gifts and accounts performing data hygiene projects and taking part in special operational projects as needed.
• Participate in research member service and fundraising projects and events as required.
• Perform other duties as assigned.

RESPONSIBILITIES

• Serve as a point of contact for GBH Members and constituents.
• Support GBH constituency via phone email text and chat support.
• Develop efficiencies using CRM products to record and facilitate all constituent interactions.
• Have a complete understanding of the case coding process - accurately record all member and non-member activity in RevCRM Database.
• Reference internal training-based documents to better support constituents.
• Participate in weekly AMS discussions about process and communication
• Develop and maintain a broad knowledge of GBH television/radio programming special events services and benefits to be a subject matter expert to both the team and interdepartmentally.
• Work directly with constituents regarding critical issues and respond.

SKILLSET

• Knowledge of call center technologies and products (CRM Communities Lightning Einstein) and VolP
• Proficient in Microsoft Office products (Excel Word PowerPoint)
• Ability to work independently with limited supervision and as part of a team
• Strong technical aptitude and troubleshooting skills; process oriented supporting continuous process improvements
• Excellent written verbal and interdepartmental communication skills
• Knowledge of GBH and non-profit media a plus
• Strong track record of making positive impacts on client service satisfaction and efficiencies

EDUCATION AND EXPERIENCE

• Bachelors Degree or equivalent work experience required.

• Minimum 1-2 years in sales retail fundraising or customer service function

JOB SPECIFICS

Staff position

Hybrid position

LOCATION

1 Guest Street Boston MA 02135

Thispositionis located in Boston MA and requires on-site presence.