Title: NABET - Donor Relations Associate 

Schedule Format - Location: Hybrid - San Francisco

Pay Information: $34.07 - $41.33 hourly 

Under the direction of the Membership Experience Manager, the Donor Relations Associate, Passport and Ambassador is primarily responsible for supporting KQED’s higher level Membership programs as well as helping coordinate one of its most popular membership benefits, Passport. 

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. 

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

1. Lead staff person overseeing the Ambassador inbox and phone hotline.
2. Ensures consistent and timely fulfillment of benefits (not premiums), with focus on PBS Passport streaming service and those specific to members at the Ambassador level.
3. Records various responses to campaigns designed to acquire and upgrade members to the Ambassador level via direct mail and email.
4. Serves as the primary responder to messages received through peer to peer texting 
5. Performs regular database record updates, including member biographical information and communication preferences.
6. Processes new membership gifts and membership changes, including via credit card, check and EFT payments.
7. Responsible for daily, three hour dedicated member service phone shift addressing inbound inquiries by phone and/or email and critical work assigned by their supervisor.
8. Participate as a backup for after-hours events and community engagement tabling opportunities as needed, including occasional evening and weekend assignments.
9. Provides backup support for member-specific case queues as needed.

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 external vendors as well as 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 ROI Solutions a plus.