Donor Relations Associate, Sustaining Membership

San Francisco, CA

Full Time

Mid Level

KQED envisions a public media organization with a culture that centers on human dignity, equity, and belonging. This will enable us to better serve and reflect the Bay Area through diverse and inclusive storytelling.
We value the contributions of marginalized people in society — including Black, Indigenous, and all people of color, people with disabilities, and LGBTQIA+ people — and we believe that these communities must be centered in the work we do, and we strongly encourage members of these communities to apply.

KQED Code of Ethics https://www.kqed.org/about/code-ethics

The mission that drives us:
KQED provide citizens of Northern California with a community-supported alternative to commercial media. We provide citizens with the knowledge they need to make informed decisions; convene community dialogue; bring the arts to everyone and engage audiences to share their stories. We help students and teachers thrive in 21st-century classrooms, and take people of all ages on journeys of exploration- exposing them to new people, places and ideas.

This role will work hybrid between working in KQED's newly renovated headquarters and working remotely.

Salary Information: $34.00-$41.00 hourly

The successful candidate will be required to join National Association of Broadcast Employees and Technicians (NABET) Local 51.

Under the direction of the Member Experience Manager, the Donor Relations Associate, Sustaining Membership is primarily responsible for providing support to KQED’s sustaining member program.

Lead staff person overseeing the sustaining member cancellation case queue, with support as needed from other members of the Donor Relations team.
Processes new membership gifts and membership changes, including via credit card, check and EFT payments.
Processes sustaining membership suspensions to ensure continuity of benefits for the member during pause.
Processes various responses to campaigns designed to acquire and upgrade sustaining members via direct mail, email or telemarketing.
Performs routine database record updates for passport benefits
Provides various forms of support to Member Experience Manager.
Handles routine communications with members, and engages sustaining donors promptly and professionally with excellent care and follow up.
Responsible for daily, three hour dedicated customer service shift addressing inbound inquiries by phone and/or email and critical work assigned by their supervisor.

Knowledge/Experience Required:

Excellent oral and written communication skills.
An openness to and excitement for learning new processes, programs, and skills as needed in order to deliver the highest possible quality of customer service and increase efficiency.
Confidence to ask questions and request training when needed.
Ability to manage difficult situations with tact, diplomacy and excellent customer service.
Proven track record in working with others to problem-solve and create effective solutions.
The ability to multitask, collaborate, and prioritize work in a fast-paced environment.
Ability to interact effectively with staff within the Membership Department and in other departments throughout the organization.
Experience with the Microsoft Office Suite including Outlook, Excel and Word (experience with mail merges a plus).
Experience with CRM database a plus

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KQED envisions a public media organization with a culture rich in inclusion and curiosity. An inclusive culture helps us attract and retain top talent and create a more dynamic work environment. Cultivating curiosity means encouraging our employees to ask questions, actively listen, engage in meaningful conversations, participate in new experiences and understand the world from others’ viewpoints. Share with us how you would contribute to advancing inclusion and curiosity at KQED.*

KQED, Inc. is a private, non-profit enterprise, dealing with public information and funds. Accordingly, we require all applicants for positions at KQED, Inc., to complete the following: PLEASE READ CAREFULLY. BE SURE TO SIGN AND DATE BELOW.

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