Membership and Donor Services Specialist

About the role

KSPS PBS is seeking a detail-oriented and customer-focused Membership & Donor Services Specialist to join our team. This position is critical to sustaining KSPS's operations. You will serve as the primary point of contact for our membership and donor community, managing accounts, processing inquiries, and coordinating communications to support KSPS's mission to provide quality public television programming and educational content to our region. We are looking for a collaborative team player who is passionate about our mission, takes pride in supporting others, and is a detail-oriented problem-solver who can balance competing priorities and meet deadlines. You will have strong interpersonal skills to build and maintain the long-term relationships that foster sustained financial support.

This is a non-exempt position based in Spokane, WA and requires in-office work.

Responsibilities

• Process, record, and acknowledge charitable contributions received by check, credit card, electronic funds transfer, and other approved payment methods
• Serve as a primary point of contact for members, responding to questions and requests by telephone, email, mail, and other channels
• Maintain accurate donor records in the donor CRM, Allegiance
• Support and strengthen the Sustainer program by maintaining recurring gifts, proactively addressing declined or expired payment methods, recovering interrupted recurring revenue, reducing involuntary donor churn, and identifying recurring donor-service or payment issues that can improve sustainer retention and the overall donor experience
• Resolve payment issues and update donor information
• Prepare daily deposits, reconcile donation activity, and assist with chargebacks, returned payments, and payment-processor reviews
• Assist with pledge drives and fundraising campaigns
• Support volunteers and cross-department projects
• Maintains strict confidentiality of donor financial information and follows PCI DSS and organizational data security practices
• Participates in continuous improvement of donor experience, workflow efficiency, and member communications

Requirements

• Excellent customer service and communication skills
• Demonstrated proficiency with customer relationship management (CRM) systems or similar database software
• Strong verbal and written communication skills with ability to interact professionally with diverse audiences
• Excellent organizational skills and ability to manage multiple priorities simultaneously
• High accuracy with data entry and attention to detail
• Proficient with Microsoft Office Suite (Word, Excel, Outlook) or Google Workspace
• Professional demeanor, discretion with confidential information, and commitment to excellent customer service

Preferred Qualifications

• High school diploma or equivalent, together with relevant customer service, administrative, financial-processing, or database experience; an equivalent combination of education and experience will be considered
• Experience working in a nonprofit, educational, media, or public broadcasting organization
• Knowledge of donation processing, gift tracking, and donor database management
• Experience with membership management systems or donor management platforms
• Familiarity with PBS, public television, or educational programming
• Experience with event coordination or fundraising campaigns

Physical Abilities

• Regularly sit, stand, walk, talk, or hear
• Frequently lift, pull/push, carry, grasp, reach
• Occasionally climb, stoop/crouch, crawl, taste, or smell

Mental & Other Skills/Abilities

• Adaptability
• Analytical Ability
• Dependability
• Interpersonal Skills
• Mathematical Ability
• Problem Solving Ability
• Quality Management

Benefits

• Medical insurance for employees, with dependent coverage available
• Employer-paid dental insurance with dependent coverage available
• Employer-paid life insurance
• Employer-paid short-term and long-term disability coverage
• 401(k) eligibility after 3 months of service with automatic 3% annual employer contribution
• Paid vacation
• Paid Sick Leave
• Up to 12 paid holidays annually

Pay

$44,000–$49,000 annually