Member Development Representative – Audience and Member Services

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. DEPARTMENT OVERVIEW 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. JOB OVERVIEW 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 Generate donations by soliciting support after providing exceptional service and response to members' needs Educate all in-bound callers on GBH membership benefits and mission Develop and maintain a broad knowledge of GBH television/radio programming, special events, services, and benefits in order to promote GBH membership and Mission Accurately reflect all member and non-member activity in Salesforce, GBH's customer relationship database 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. Participate in research, member service, and fundraising projects, and events as required. 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. SKILL SET 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 Knowledge of GBH and non-profit media a plus Strong track record of making positive impacts on client service satisfaction and efficiencies EDUCATION AND EXPERIENCE Bachelor's Degree or equivalent work experience required. Minimum 1-2 years in sales, retail, fundraising, or customer service function. JOB SPECIFICS Staff position Remote position LOCATION Remote Salary Range $40,480 - $50,600 Compensation offered within this range is determined by skills, experience and internal pay equity. GBH is an equal opportunity employer. The community and audience we serve are diverse, and we wish to foster that diversity in our workplace. Toward that end, GBH does not discriminate against individuals in hiring, employment, or promotion based on race, religion, color, sex/gender, gender identity and gender expression, age, marital status, national origin, sexual orientation, citizenship, disability, veteran or military status, political belief, pregnancy, genetic information, or any other characteristic protected by law. Application Process Assistance GBH will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate an accommodation request, contact the Human Resource department by sending an email to [email protected] or by calling 617-300-2000.