Who we are
KCRW is a public media leader, creating and curating a unique mix of content centered around music discovery, NPR news, cultural exploration, and informed public affairs. We are driven by the spirit of Los Angeles and deliver in innovative ways - on the radio, digitally, and in-person - to diverse, curious communities around the corner and around the world.
How You’ll Make an Impact
This position supports the daily member experience, including acquisition, retention, engagement, and overall membership operations at KCRW. They communicate with potential and current members through email, over the phone, and in person. They are responsible for timely communication, donation, and data entry. They are responsible for creating a positive experience during every interaction with our members and utilizing it as an opportunity to deepen KCRW’s relationship with that individual and increase their support.
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This is a full-time, non-exempt position reporting to the Senior Manager Member Services.Hybrid work schedule is available for select positions.
KCRW has in effect a COVID-19 vaccine mandate for all employees beginning September 15, 2021. The mandate is subject to accommodation in compliance with applicable laws and regulations.
What You’ll Do
- Communicate daily with members through email, over the phone, and in-person
- Responsible for tracking and identifying trends in member communication to alert the team of issues or areas of improvement
- Review and improve upon regular member communication
- Process donations including checks, event purchases, vehicle donations, matching gifts, employee workplace giving, etc
- Assist with payment reconciliation across systems and with finance as needed
- Donation entry and updates resulting from duplicate records, events, lapsed recapture efforts, cancellations and non-payments, and comp membership
- Ensure member communication and acknowledgements are received in a timely manner
- Support the matching gift program by providing confirmation of employee donations to employers and maintaining our list of known matching gift companies
- Process member requests including account updates, payment updates, membership inquiries, thank you gift requests, troubleshooting, etc
- Help test upcoming systems updates to ensure smooth day-to-day operations
- Support member acquisition, retention, and engagement efforts including campaign support, writing member communications, the rollout of new benefits, and recruiting new partner parks, etc
- Maintain a robust knowledge of all KCRW offerings and member benefits
- Helps staff membership events as needed
- Perform additional tasks as required or assigned
What You’ll Need
- 1-2 years experience in a membership/customer service/data processing role
- Incredible attention to detail
- Strong communication and organizational skills
- A collaborative and innovative approach
- Strong email marketing and donor CRM experience, preferably Hubspot and Salesforce
- A love of KCRW and its mission
What We Offer:
- The applicable hourly rate for this position is $26.92, which is dependent on a variety of factors including; relevant experience, location, business needs, and market demand.
- Eligible for overtime and premium working holiday pay rate
- Sick leave award
- Vacation leave accrual
- Paid holidays
- Health insurance (including medical, dental, vision, FSA, life, and AD&D) eligibility
- 403(b) with company match
- Passionate office environment surrounded by an incredible community of curious and talented colleagues
- KCRW is a qualifying employer under the Public Service Loan Forgiveness (PSLF) program - read more here to determine your eligibility
KCRW aims to be representative of Southern California, and candidates with traditionally underrepresented backgrounds and perspectives are encouraged to apply. KCRW is an equal-opportunity employer and actively recruits to promote diversity in our workforce. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, status as a parent, national origin, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.
