Membership Services Specialist

Join the team responsible for cultivating the support of the 75,000 members whose contributions make up PBS Wisconsin's single largest source of revenue each year. This Membership Services Specialist role is a rewarding opportunity for someone who is conscientious and detail-oriented, motivated to problem-solve and troubleshoot as part of a team, and committed to stewarding positive relationships with donors and community members to advance a vital public service mission.

Reporting to the Fundraising Manager, this Membership Services Specialist contributes to PBS Wisconsin's fundraising success in several important ways:

- Providing knowledgeable and meaningful assistance to members by phone and email, including helping members with activation and access to PBS Passport streaming content.
- Supporting mail and on-air fundraising campaigns by reviewing incoming donations, updating contact and donation information in a fundraising database, reading and organizing responses from members including feedback from member surveys, and distributing prizes to winners of our annual sweepstakes.
- Scheduling, training and supervising volunteers during PBS Wisconsin's on-air membership drives, working with a dedicated group of volunteers and inviting new individuals and groups to participate.
- Cross-training with other Membership Services Specialists and Audience Services to provide occasional back-up coverage on key tasks, and serving as a staff presence at PBS Wisconsin events as needed.

A typical workday for this Membership Services Specialist includes communicating directly with PBS Wisconsin members, entering and updating account information in a fundraising database, and completing tasks to support seasonal projects such as on-air fund drives, the annual member survey or sweepstakes. Examples of project tasks could include sending schedule emails to volunteers, meeting with operations or IT staff to plan set-up for the next drive's phone bank, or making updates to training materials.

Attention to detail, commitment to positive and respectful communication, resilience in the face of change and ambiguity, comfort learning new software and procedures, and strong coaching skills to guide volunteers and donors using software and web applications are essential to success in this role. The Membership Services Specialist must be able to work effectively both with a team to accomplish shared goals, and independently to complete tasks and projects with minimal direct oversight.

Because the Membership Services Specialist interacts with sensitive data on a regular basis, this position will primarily be on-site, but there is the opportunity for partial workplace flexibility in this role that would accommodate remote work 1-2 days per week most weeks of the year following initial training.

• 30% Serves as a point of contact to members and colleagues and assists with inquiries in accordance with established fundraising best practices, policies, and procedures, either on the phone or in person
• 5% Processes financial transactions, following established policies and procedures to ensure accurate recording, reporting, and reconciliation
• 10% Troubleshoots technical and collaborative functions to maximize the efficiency and efficacy of the unit
• 15% Analyzes financial and/or inventory data, reports and records, identifies discrepancies, investigates, recommends, and implements basic solutions as needed
• 5% Collaborates with colleagues to contribute to unit planning and strategy
• 10% Engages in, or oversees training, answers questions, and serves as a resource to the unit
• 5% Manages the fulfillment and distribution process for donors or customers
• 20% Schedules, supervises, and coordinates logistics for volunteers for on-air drives

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

Preferred
H.S. Diploma

REQUIRED QUALIFICATIONS
- Experience in customer service, telemarketing, fundraising, or another related field.
- Strong interpersonal skills, including verbal and written communication.
- Demonstrated organizational skills and self-direction to meet deadlines, track multiple projects and carry out tasks independently.
- Working knowledge of common office software such as email, word processing and spreadsheets.

PREFERRED QUALIFICATIONS
- Strong familiarity with common consumer technology such as web browsers, smartphones and apps, and smart televisions and streaming devices.
- General understanding of PBS, public media, state universities, state government or non-profit organizations.
- Experience coordinating or working with volunteers, in a professional or volunteer capacity.
- Experience using a donor or customer database.
- Experience providing technology or help desk support.

This position typically works Monday through Friday from 8:30am - 5:00pm CT. During on-air fundraising drives or other events as needed, this position will also work some evening and weekend shifts, which may require overtime. These shifts are pre-scheduled. Volunteer supervision shifts are on-site in our PBS Wisconsin studios or at other event locations.

Full Time: 100%

This position is headquartered at our Madison, WI office. This position currently has the flexibility to work remotely 1-2 days per week, after onboarding.

Ongoing/Renewable

Minimum $23.08 HOURLY
Depending on Qualifications
This is an hourly position with an expected range of $23.08 to $25.96 an hour with an expected annualized salary rate range of $48,000 to $54,000. Actual pay will depend on experience and qualifications.

PBS Wisconsin and Wisconsin Public Radio are part of Wisconsin Public Media. The person in this position will be required to comply with the Wisconsin Public Media Code of Ethics: https://wpm.wisc.edu/policies/, in addition to the UW-Madison code of ethics.

Please note that successful applicants are responsible for ensuring their eligibility to work in the
United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment.

#PBS

The following must be received for your application to be complete:
1) Resume;
2) A cover letter describing how your experience relates to the listed required and preferred job qualifications

Finalists will be asked to provide a list of at least three professional references with titles, emails, and phone numbers (including at least one supervisory reference). Note that references will not be contacted without your prior knowledge.

Alondra Vazquez Rodriguez
alondra.vazquez@wisc.edu
608-890-4326
Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.

Membership Services Specialist(PB048)

A46-PUBLIC MEDIA/PBS WISCONSIN

University Staff-Ongoing

307811-CP