Member Development Representative – Audience and Member Services

Public Media

7d•$40,480 - $50,600•Hybrid

About The Position

GBH enriches people's lives through programs and services that educate, inspire, and entertain, fostering citizenship and culture, the joy of learning, and the power of diverse perspectives. At GBH, we believe in the advantages of coming together to build community, mentor and learn from colleagues, and connect more deeply with our mission. As a result, the majority of our staff are hybrid and work both from home and onsite. Our current hybrid approach requires staff to work onsite a minimum of two days each week, every Tuesday and Wednesday. Hybrid staff are also welcome to come in additional days each week or may be asked to come in on other days by their manager. The Membership team, part of GBH’s Development division, enables the WGBH Educational Foundation to fulfill its public media mission by raising individual contributions in support of television, radio, and digital programming, as well as special projects across GBH, the Cape & Islands Radio Station (CAI), and New England Public Media (NEPM). Membership oversees direct‑response fundraising and member engagement efforts that generate essential resources for the organization, and collaborates closely with GBH’s National Production Units and the Contributor Development Partnership (CDP), which supports GBH, CAI, and NEPM members and viewers nationwide. Reporting to the Manager of Audience and Member Services (AMS), the Member Development Representative will respond by phone, e-mail, web chat, and SMS platforms to audience and member questions, comments, problems and needs in accordance with established standards/policies. They will generate donations by soliciting support after providing exceptional service and response to members' needs, and educate all in-bound callers on GBH membership benefits and mission. The role requires developing and maintaining a broad knowledge of GBH television/radio programming, special events, services, and benefits in order to promote GBH membership and Mission. The representative will accurately reflect all member and non-member activity in Salesforce, GBH's customer relationship database. They will also provide operational support as needed including: assisting in uploads and processing incoming gifts, making adjustments to existing gifts and accounts, performing data hygiene projects, and taking part in special operational projects as needed. Participation in research, member service, and fundraising projects, and events as required is also part of the role. Other duties as assigned.

Requirements

Knowledge of call center technologies and products (CRM, Communities, Lightning, Einstein) and VolP
Proficient in Microsoft Office products (Excel, Word, PowerPoint)
Ability to work independently with limited supervision and as part of a team
Strong technical aptitude and troubleshooting skills; process oriented supporting continuous process improvements
Excellent written, verbal, and interdepartmental communication skills
Bachelor's Degree or equivalent work experience required.
Minimum 1-2 years in sales, retail, fundraising, or customer service function

Nice To Haves

Knowledge of GBH and non-profit media a plus
Strong track record of making positive impacts on client service satisfaction and efficiencies

Responsibilities

Serve as a point of contact for GBH Members and constituents.
Support GBH constituency via phone, email, text, and chat support.
Develop efficiencies using CRM products to record and facilitate all constituent interactions.
Have a complete understanding of the case coding process - accurately record all member and non-member activity in RevCRM Database.
Reference internal training-based documents to better support constituents.
Participate in weekly AMS discussions about process and communication.
Develop and maintain a broad knowledge of GBH television/radio programming, special events, services, and benefits to be a subject matter expert to both the team and interdepartmentally.
Work directly with constituents regarding critical issues and respond.
Perform other duties as assigned.