Member Center Representative
Application instructions for this and all current OPB employment opportunities are available at OPB's careers page.
About OPB
OPB is a leader in public media, serving diverse communities of the Northwest with fact-based, in-depth news and information about politics, the environment, science, arts, history, and cultures; business, education and more. Powered by the generous support of members, OPB seeks out a variety of voices in our communities and lifts up authentic stories of the people, places, events and issues of the region, providing context and a deeper understanding. OPB’s independent journalism and programs are available at opb.org, on OPB Radio and OPB TV. Follow us on Instagram, YouTube and Facebook.
The Opportunity
Are you interested in learning more about public media? Do you enjoy engaging with people and have strong customer service skills? If so, this opportunity might be right for you!
The Member Center is OPB’s membership services team and is instrumental to our membership efforts. As a Member Center Representative, you’ll respond to member and audience questions regarding their membership and inquiries about OPB programing and content by email and over the phone.
Your positive attitude, solution-orientated approach and innate curiosity will help you be successful as a Member Center Representative. This is a great opportunity to get to gain an in-depth understanding of a public media organization as you’ll be tasked with responding to a wide variety of questions from members and audience, and work across departments to find the appropriate responses and solutions.
Position Details
This position is responsible for providing the best possible service to OPB members, listeners, viewers, custom and plays a key role in member retention, sustainer conversion, and donor acquisition.
Key responsibilities:
(1) Provide excellent customer service
(2) Using a database, enter and update account information and interactions
(3) Grow and maintain OPB’s membership and prospect pool by gathering contact information and upgrading and recruiting members as part of daily member center interactions.
Responsibilities
45% - Respond to phone calls and emails from members and prospective members with particular attention to member satisfaction; research answers when necessary, actively gather contact information from customer and upgrade and recruit members and sustainers as part of daily Member Center interactions.
35% - Create and update database records in Salesforce/Servicecloud
Enter interactions into database in response to inquiries and requests
Enter, review, and maintain member contribution and contact information in membership database
Respond to member questions and comments attached to gifts and update database records accordingly
15% - Participate in ongoing training related to customer service and database procedures and share key information related to workload or member interactions with other team members and OPB staff as necessary
5% - Other duties as assigned.
Working Conditions
This position currently operates from home and must be actively available during OPB’s business hours (8-5, Monday through Friday) and makes extensive use of a computer and softphone technology. Work from home is considered temporary and may shift to in-office at the discretion of OPB’s senior leadership. There may be some evening or weekend work to help with special events.
Minimum Qualifications
Exceptional customer service skills and ability to interface in a cordial, professional and well-informed manner with OPB donors, leaders, potential donors, volunteers and staff.
Experience working with the public.
Ability to appropriately handle confidential information.
Ability to work well with a diverse group of people.
Ability to work in ever-changing environment.
Excellent research, organizational, verbal and written communications skills.
Well organized with meticulous attention to detail, motivated and efficient.
Fluent use of standard computer software tools in business applications (Microsoft Office) and effective database skills.
Data entry skills.
Adaptable and flexible to demands of workflow and nature of projects.
Ability to establish priorities and work quickly to meet deadlines in a busy environment.
Proactive, oriented to problem solving, teamwork and the constant pursuit of improvement.
Genuine enthusiasm for the services and mission of Oregon Public Broadcasting.
Preferred Qualifications
Desire to create efficiencies and improve systems.
Knowledge of public media a plus.
Experience working with electronic data files in desktop applications and within a database
Experience with telephone or face-to-face sales.
Additional Information
This position reports to the Member Experience Manager, is union represented and benefits eligible.
The hiring range for this nonexempt position is between $18.24 and $19.40 per hour, depending on qualifications.
For the safety of our employees, the contractors/vendors we work with, and the public we serve, OPB has a mandatory COVID vaccination policy and all employees are required to show proof of vaccination.
This position has access to highly sensitive data and therefore must pass a background check.
How to Apply
For application instructions, please visit OPB's careers page. You will be asked to create an account, upload your cover letter and resume and answer a few position related questions. Once you click “submit” you cannot make changes to your application.
Your application materials are due by 8:59 PM Pacific Time on October 7, 2024.
OPB is an Equal Opportunity Employer.
