Member Center Representative

OPB
Portland , OR

Application Deadline: Sunday, Mar 13, 2022

Description

Application instructions for this and all current OPB employment opportunities are available at OPB’s careers page.

About OPB
OPB is a leader in public media, serving diverse communities of the Northwest with fact-based, in-depth news and information about politics, the environment, science, arts, history, and cultures; business, education and more. Powered by the generous support of members, OPB seeks out a variety of voices in our communities and lifts up authentic stories of the people, places, events and issues of the region, providing context and a deeper understanding. OPB’s independent journalism and programs are available at opb.org, on OPB Radio and OPB TV. Follow us on Twitter, Instagram, YouTube and Facebook.

The Opportunity
The Member Center is OPB’s membership services team and is instrumental to our membership efforts. As a Member Center Representative, you respond to member and audience questions regarding their membership and inquiries about OPB programing and content by email and over the phone.

Your positive attitude, solution-orientated approach and innate curiosity will help you be successful as a Member Center Representative. You’ll be on a team with three other representatives and report to the Member Experience Manager. This is a great opportunity to get to gain an in-depth understanding of a public media organization as you’ll be tasked with responding to a wide variety of questions from members and audience, and work across departments to find the appropriate responses and solutions.

Position Details
The Member Center Representative (MCR) is part of a team that serves as the first point of contact for the majority of OPB’s members and audience who reach out to OPB’s Member Center with questions by phone, mail and email. The MCR is responsible for providing a positive member/audience experience and plays a critical role in member retention, donor acquisition and Sustainer conversion. The representative must hold a vast amount of organizational knowledge and be able to communicate and apply it with consistency, clarity and authority. The MCR collaborates with others on the Member Center team, colleagues in the Development Department and with individuals across all areas of the organization.

Key Responsibilities:
1. Provide an exceptional service experience to OPB members and audience.
2. Maintain member accounts with accuracy and efficiency.
3. Document member and audience interactions and feedback in a clear and concise manner.
4. Practice interdepartmental communication and cooperation.

Responsibilities
45% – Member and Audience Experience
• Apply enthusiasm and passion for OPB’s mission to respond to phone calls and emails regarding questions and comments from members and audience about OPB’s program content, news coverage and schedule decisions with particular attention to member satisfaction.
• Utilize sales and service experience to upgrade and recruit members and sustainers as part of daily Member Center interactions.
• Utilize excellent research, organizational, verbal and written communications skills to craft thoughtful, accurate, well-written responses to members and audience.
• Respond with empathy and discretion to member questions and comments about membership status and update database records accordingly.
• Rely on advanced verbal communication skills to guide members through technical challenges as they apply to television, radio and digital formats.
• Employ a strong sense of cooperation and curiosity to the Member Center’s need for interdepartmental communication and broad-based organizational knowledge.

35% – Database Management
• Create and update database records in OPB’s current CRM system (Salesforce/Servicecloud).
• Enter accurate and comprehensive notes that describe member and audience interactions into OPB’s database.
• Accurately maintain member contribution and contact information in membership database.
• Adhere to OPB’s data security and department policies when handling of sensitive and confidential information.

15% – Participate in ongoing training related to customer service and database procedures and share key information related to workload or member interactions with other team members and OPB staff as necessary.

5% – Other duties as assigned.

Working Conditions
This position currently operates from home and must be actively available during OPB’s business hours (8-5, Monday through Friday) and makes extensive use of a computer and softphone technology. Work from home is considered temporary and may shift to in-office at the discretion of OPB’s senior leadership. There may be some evening or weekend work to help with special events.

Minimum Qualifications
• Two years full-time experience providing customer service via phone, email and in person.
• Exceptional customer service skills and ability to interface in an authentic, professional and well-informed manner with OPB donors, leaders, potential donors, volunteers and staff.
• Capacity to work in a fast-paced and ever-changing environment.
• Fluent use of standard computer software tools in business applications (Microsoft Office) and effective database skills.
• Adaptable and flexible to demands of flow, volume, and nature of workload.
• Ability to multitask, prioritize and maintain focus through competing priorities.
• Outstanding verbal skills with an emphasis on phone-based service and communication.
• Excellent writing skills with the ability to communicate ideas clearly, concisely and courteously.
• Ability to work well with a diverse and dynamic group of people.
• Motivated to contribute to a safe and equitable work environment with a willingness to participate in OPB’s ongoing diversity and equity work.

Preferred Qualifications
• Knowledge of public media.
• Experience with telephone and/or face-to-face sales.
• Outstanding verbal skills with an emphasis on phone-based service and communication.
• General knowledge of and appreciation for the services and mission of OPB.
• Strong sense of empathy and patience.

Additional Information
• This position reports to the Member Experience Manager, is union represented and benefits eligible.
• The hiring range for this nonexempt position is between $16.50 and $18.90 per hour, depending on qualifications.
• For the safety of our employees, the contractors/vendors we work with, and the public we serve, OPB has a mandatory COVID vaccination policy and all employees are required to show proof of vaccination.
• This position has access to highly sensitive data and therefore must pass a background check.

How to Apply
For application instructions, please visit OPB’s careers page. You will be asked to create an account, upload your cover letter and resume and answer a few position related questions. Once you click “submit” you cannot make changes to your application.

Your application materials are due by 8:59 PM Pacific Time on March 13, 2022.

OPB is an Equal Opportunity Employer.

For additional information about this position, please contact: