Member Services Representative

PBS Western Reserve
Published
July 18, 2022
Location
1750 W Campus Center Dr, Kent
Job Type
Location
Onsite

Description

Full Job Description

MEMBER SERVICES REPRESENTATIVE

ABOUT US:

A trusted community resource, PBS Western Reserve — the brand name of Northeastern Educational Television of Ohio, Inc., a 501(c)(3) nonprofit corporation — uses the power of commercial-free television and related services to enrich the lives of people through high-quality programming and educational services that teach, illuminate and inspire. We do this through the presentation of consistently outstanding programs and lifelong educational services that are responsive to the varied interests and needs of our audience. The organization continually strives to bring to our viewers cultural and artistic enlightenment and enjoyment; exposure to local, state and national public affairs of importance; and the opportunity for lifelong learning through formal instruction and general educational programming.

PBS Western Reserve (WNEO 45.1 / WEAO 49.1), a service of the organization, is the only broadcast television service that reaches all of Northeast Ohio. It is available to 4.9 million people in the Cleveland and Youngstown designated market areas, the largest population of Ohio’s eight PBS member stations. In an average month, more than 1 million people tune in.
The organization also operates two standard definition channels: Fusion (WNEO 45.2 / WEAO 49.2) and FNX (WNEO 45.3 / WEAO 49.3).

SUMMARY:

Under the direction of the Membership Manager and Chief Marketing Officer, this individual is primarily responsible for ensuring a positive membership experience and handling in-house membership customer relations, data entry and membership database maintenance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Coordinate membership clerical and administrative duties including but not limited to:

1. Answer, screen and forward all inbound calls during office hours

2. Respond to all member inquiries and concerns via telephone, mail and email, and assist with programming inquiries and general customer service calls

3. Maintain a detailed understanding and proficiency of the membership database

4. Process donations that are sent directly to the station, including entering payment amount into membership database and returning checks to Accounting Clerk

5. On a monthly basis, create, run and print monthly reports and acknowledgement activities that are handled in-house including:

  • Major donor correspondence and membership invoices, reminders and notifications that fall outside the scope of third-party vendors
  • Major donor list recognition in program guide
  • Program guide regular and last-issue reports
  • Mailing of program guides to members who did not receive their copies
  • E-guide dissemination

6. Troubleshoot membership questions related to the PBS Passport streaming app

7. Communicate the status of pledge thank you gift fulfillment to donors; communicate issues with back orders to third-party vendors

8. Maintain understanding of all station activities, including membership campaigns managed by third-party vendors

9. Serve as an assistant to the Executive Administrator when requested

10. Monitor donor activity received through other third-party initiatives, such as vehicle donations and bequests

Assist with local on-air campaigns including:

1. Coordinating ticket deals and local thank-you gifts

2. Working with Production Department, create on-air fundraising and development spots (tickets, renewals, sustainers, etc.)

3. Attending and/or supporting additional fundraising activities and events in evenings and on weekends as needed
Other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES:

Required:

· Demonstrated proficiency in Microsoft Office 365

· Demonstrated proficiency with cloud-based database and CRM platforms such as Salesforce

· Meticulous organizational skills and habits

· Ability to prioritize, multitask and work independently to address membership needs

· Excellent communication and interpersonal skills

· Patient and attentive to member needs

· Must enjoy helping people and solving problems

· Must be local and able to be in the office Monday–Friday, 7:30 AM to 4 PM

EDUCATION AND EXPERIENCE:

  • Bachelor’s degree
  • At least three to five years of customer service experience

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

Position is primarily day shift, but weekends and evenings may be necessary. The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties/responsibilities. Individuals may need to sit or stand as needed. Prolonged periods sitting at a desk and working on a computer. May require walking primarily on a level surface for periods throughout the day. Reaching above shoulder height or below the waist or lifting as required (up to 15 lbs.), filing documents or store materials throughout the workday. Proper lifting techniques required. Indoor ambient room temperatures, lighting and traditional equipment as found in a typical office environment along with outdoor weather elements are a factor. PBS Western Reserve is following all CDC guidelines regarding COVID-19 protocols.

Compensation: Salary, full-time, exempt position. PBS Western Reserve offers a full benefits package, including medical and dental insurance, paid vacation and sick leave, and 10 federal holidays.

PBS Western Reserve is an EEO/AA employer, and women, minorities, and veterans are encouraged to apply. We are dedicated to providing broad outreach regarding job vacancies at the station. We seek help of local organizations in referring qualified applicants to our station. Organizations that wish to receive our vacancy information should contact the station by calling 330-474-5017 or 330-677-4549.

How to Apply:

Submit resume via this Indeed posting. No outside agency referrals and no phone calls, emails, or walk-ins will be accepted.

Background check and drug testing may be required as part of the consideration process.

Job Type: Full-time

Pay: $38,000.00 - $40,000.00 per year

Benefits:

  • 401(k)
  • Dental insurance
  • Disability insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • Kent, OH 44240: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

Salary Range or Hourly Rate

$38,000 - $40,000 a year - Full-time

Related Jobs

August 10, 2022
Member, Board of Directors   605 Market Avenue N, Canton new
August 10, 2022
August 10, 2022
Bookkeeper   605 Market Avenue N, Canton new
August 10, 2022