Membership Services Program Coordinator
KUOW
Seattle
,
WA
Application Deadline: Sunday, Feb 20, 2022
Description
KUOW Puget Sound Public Radio is Seattle’s NPR news station. We are an independent, nonprofit news organization producing award-winning journalism, podcasts, and events in service to the 3.9 million people in our coverage area. As a self-sustaining service of the University of Washington, our mission is to create and serve a more informed public.
KUOW has an exciting opportunity for the Membership Services Program Coordinator to oversee the customer service experience and collaborate with diverse teams across the organization and externally to ensure donors are happy, feedback is relayed across channels, and account records are accurate.
The ideal candidate for this position is a problem solver, excels at time management, loves to interact with customers/donors and has an eye for optimization. The ideal candidate is also an excellent writer and communicator who can collaborate with diverse teams and is highly comfortable with digital fundraising and communication tools.
This position will lead the membership team’s feedback loop strategy by responding to donor inquiries, analyzing trends, and will oversee the thank you gift fulfillment process.
KUOW and the University of Washington are equal opportunity employers. KUOW is dedicated to building a culturally and ethnically diverse staff and creating a working environment that promotes racial equity and inclusiveness. KUOW believes attracting and retaining diverse staff is crucial to serving our community and fulfilling our mission to create and serve a more informed public. Women, people of color, individuals with disabilities and veterans are highly encouraged to apply.
BASIC FUNCTION
This role manages all KUOW donor/customer questions, inquiries and processes record updates within the donor database, escalates complaints or feedback across channels. The program coordinator is responsible for processing and fulfilling thank you gift requests, monitors inventory and budget.
DUTIES & RESPONSIBILITES
• Provide excellent customer service to our 50,000+ members by answering phone calls and emails, composing appropriate correspondence as needed and resolving donor inquiries and account problems in a timely manner.
• Update donor and donation records in membership databases, adhering to data entry standards.
• Manage donor transactions and pledge payment updates, maintaining strict PCI compliance.
• Coordinate weekly acknowledgements mailing, including pulling mailing lists from our donor databases, coordinating postcard mailing with our print vendor, and marking records as acknowledged in our donor database.
• Draft acknowledgement and gift receipt letters on an individual request basis.
• Oversee the thank you gift fulfillment processes, including placing orders with our external vendor, following up on physical and digital premium requests and returned premiums, and monitoring premium inventory.
• Assist with all annual pledge drives, including tallying gifts, customer service, and coordinating pledge reminder mailings.
• Assists with other duties as assigned.
SUPERVISION RECEIVED
• Position reports to the Membership Operations Manager
Requirements include:
• High school graduation or equivalent and two years of experience in fundraising / advancement OR equivalent education/experience.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Desired:
• Experience in a development/non-profit setting with an emphasis on donor/member service, use of databases, and mailing coordination.
• Demonstrated ability to organize and prioritize own work and work of others under deadline along with the ability to work independently and as part of a team.
• Working knowledge of Microsoft Word and Excel desirable; experience with Salesforce, Salesforce Marketing Cloud database.
• Demonstrated oral and written communication skills.
• Familiarity with public radio programming.