Donor Relations Specialist Job at WQED Multimedia in Pittsburgh

DONOR RELATIONS SPECIALIST

THE ROLE
The Donor Relations Specialist leads all tactics related to WQED's donor services processes and escalations, ensuring optimal donor experience and maintaining accurate member records. This is a hybrid role that's expected to commute to and contribute from WQED's offices in the Oakland neighborhood of Pittsburgh 3 days per week, with compensation between $21.00 and $25.00 per hour, commensurate with experience.

KEY RESPONSIBILITIES

• Serve as the main point of contact for WQED members, addressing concerns, answering questions and providing additional information as necessary.
• Respond enthusiastically, accurately, and in a timely manner to member calls, emails, and letters.
• Maintain accurate member records within CRM database, adjusting, correcting, and updating accounts as necessary to ensure accuracy.
• Serve as point of contact for the call center, ensuring they have training materials and the most up-to-date information to assist members
• Work with internal parties as necessary to communicate holiday hours and other important notices to members via website, voicemail, email and/or social media.
• Assist in implementation of Passport user experience improvements.
• Attend internal meetings and communicate interdepartmentally to keep abreast of station projects, programming changes, and other events that may impact viewers and listeners.
• Work with outside vendors to address member/account issues or requests.
• Assist station viewers and listeners with donations/inquiries/requests and redirect to appropriate departments, if necessary.
• Manage fulfillment process of In-house premiums including inventory and shipment.
• Track inventory stock and provide Premium Coordinator with list of items to reorder.
• Serve as the main point of contact with outside Premium suppliers to track and resolve any delays in fulfillment to members, product status and shipping details.
• Provide technical assistance to members for electronic and online benefits (WQED Digital Guide and PBS Passport).
• Direct members appropriately if more complicated assistance needed (i.e, PBS Help or WQED Interactive).
• Work as a productive member of the Development and Membership team and maintain collegial relationships with co-workers inter and intra departmentally.
• Assist as necessary with events and other activities (both on- and off-site) that may fall outside of normal business hours.
• Other tasks as assigned.

SKILLS & QUALIFICATIONS

• Associate's Degree or equivalent experience
• 2-4 years of customer service experience
• Must be proficient in MS Office
• Excellent customer service and organizational skills
• Must display the highest level of attention to detail and accuracy

ABOUT WQED
WQED Multimedia champions communities by telling stories and creating experiences that educate, entertain and inspire our neighbors and friends in Pittsburgh and across southwestern Pennsylvania. Seventy years ago, we launched the country's first community-supported television station-a forerunner to PBS. Fifty years ago, our classical radio station went on the air. Looking forward, we aim to become known as more than a broadcaster as we enrich communities through education and storytelling.

EQUAL EMPLOYMENT OPPORTUNITY
WQED Multimedia is a fair and equal employer, providing access and opportunities to all applicants without regard to race, color, creed, religious beliefs, gender, gender identity, self-expression, sexual orientation, marital status, age, national origin, ethnicity, ancestry, citizenship, disability, medical condition, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law and as directed by the Equal Employment Opportunity Commission. WQED Multimedia provides equitable consideration for employment for qualified applicants with criminal histories in a manner consistent with relevant legal requirements. Qualified applicants with a disability or disabled veterans who are unable or limited in their ability to apply (as a result of their disability) have the right to request reasonable accommodation by emailing careers@WQED.org.