Member Development Representative – Audience and Member Services

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
• 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

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

Skills

• 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