Job Description:


WISCONSIN PUBLIC RADIO
POSITION ANNOUNCEMENT

Working Title:            Membership Support Specialist
Official Title:              Office Operations Associate
Position Type:             University Staff 100% appointment
Location:                     Madison, WI
Availability:                 Open until filled; for best consideration, please respond by 12/13/17

Position Summary
The Membership Support Specialist supports WPR’s Membership Services unit, part of the Development Department, shares responsibility for membership customer service via phone, email and database processes. Responsible for sustainer giving processes, and execution of fundraising email and maintenance of email lists.  Shares responsibility for membership drive customer service including working non-standard hours.  Reports to the Manager of Membership Services.

Specific Duties
1.    Share responsibility as main public contact regarding membership questions, issues and procedures, using secure Allegiance database.
•    Primary responsibility for contacts in Membership email folder including documentation of sales from staff, responses to all asks, and Radiowaves.
•    Answer Membership phone line using shared system.
•    Make changes to memberships to maintain clean records. Run bi-monthly NCOA reports.
•    Primary contact for complicated sustainer inquiries and issues.
•    Maintain familiarity with all payment processes in order to research answers.
•    Act as backup for Audience Services Radio Specialist.
•    Provide support for on-air membership drives by responding to membership questions and problems.  Process sustainer premium requests from surveys during drives.  Help maintain refreshment tables, coffee and clean-up as needed.
•    Primary responsibility for monthly sustainer payment processes including running appropriate reports to maintain clean database records.   
•    Prepare upcoming payment files.
•    Update payment methods and amounts.
•    Primary responsibility for processing EFT payments (electronic funds transfers).
•    Create custom Allegiance reports as needed.
•    Coordinate recapture processes for failed sustainer transactions.  Create lists of failed transactions, coordinating with other staff as necessary.  Primary responsibility for calling and emailing members for updated information. Create mail merge letters as necessary.  Update credit/debit card or EFT information and payment changes.

2.    Schedule and send fundraising emails using mail merge system.
•    Coordinate execution with MSC and Direct Mail Manager.
•    Format copy in mass email software.
•    Maintain email database and create email lists from membership database.
•    Process unsubscribes, delete bounces, and enter new prospects.
•    Main contact for specialized sustainer email requests and issues.

3.    Data maintenance projects and reports.
•    Manage data clean-up projects as-needed.
•    Create and run ad-hoc reports in membership database for membership team.

4.    Actively contribute to unit planning and strategy discussions.
•    Collaborate with and respond to the Manager of Membership Services, Director of Membership, Director of Development, Financial Manager and Corporate Development on customer service questions and related activities.
•    Collaborate closely with membership management to enhance direct mail efforts. Review direct mail materials when appropriate and suggest improvements.

5.    Maintain strict confidentiality and protect data security for all member transactions in compliance with Purchasing Card Industry standards.

6.    Comply with UW and UWEX code of ethics: http://bami.uwex.edu.

7.    Effectively engage diverse perspectives and experiences and demonstrate respect for others in all workplace relationships and interactions.

8.    Other duties as assigned or apparent.

Essential Job Functions
•    Spend major portions of time communicating over the telephone, in writing and in person.
•    Use software and web applications for communication and sustainer donation processing operations.  Operate a computer for extended periods.
•    Communicate positively and effectively with members and staff about Wisconsin Public Radio and the value of public broadcasting. Provide excellent customer service.
•    Maintain high level of detail. Frequently type/input data efficiently with few or no errors.
•    Maintain confidentiality of donor information.
•    Ability to create and maintain sound and accurate administrative and financial records and reports.
•    Ability to work non-standard hours during membership drives (4 drives annually) and events.

Minimum Qualifications
•    At least 2 years of successful experience in a call center or customer service-related position. This includes success in problem-solving for internal and external customers.
•    Ability to both function independently and collaboratively with little or no direct supervision as part of a small, interactive department.
•    Demonstrated ability to work in a fast-paced environment, including the ability to maintain a calm and professional demeanor in stressful conditions and conflict situations.
•    Strong organizational skills and the ability to multi-task and change focus quickly while maintaining accuracy, efficiency and attention to detail.
•    Demonstrated commitment to excellence and effectiveness in interpersonal communication, both verbally and in writing.
•    Ability to maintain confidentiality and professionalism while working with sensitive personal information and private communications.
•    Experience working with technology including: information databases and Microsoft Office Suite including MS Access. Comfort learning new technologies.
•    Commitment to supporting diversity and inclusion in the workplace.

Preferred Qualifications
•    Knowledge of public media, such as might be gained from past employment, volunteering, or other engagement with our services and mission.

Salary
We expect to pay in the $15 per hour range; actual pay is dependent on qualifications and experience.  UW-Extension offers a comprehensive benefits package, including health insurance, life insurance, pension plan, flexible spending accounts, employer paid training and development, generous paid vacation and sick leave.    https://www.wisconsin.edu/ohrwd/benefits/summaries/.

How to Apply
Applications will be accepted until the position is filled; however, for best consideration, please apply through https://www.careers.wisconsin.edu by 12/13/17. If you are a current UW System employee use http://bit.ly/2n9AibS.  Please include: a detailed resume with a cover letter detailing how your experience relates to the qualifications and duties of this position, and a list of three professional references with contact information and e-mail address; at least one must be a supervisory reference.  Direct inquiries and online support questions to:  Alex Behnke, Wisconsin Public Radio, 821 University Avenue, Madison, Wisconsin 53706, 608-263-0477; alex.behnke@wpr.org

Additional Information
A criminal records review will be conducted for final candidates.  In compliance with the Wisconsin Fair Employment Act, the University does not discriminate on the basis of arrest or conviction record. Convictions and pending charges will be considered only if they are substantially related to the circumstances of this position.

Employment is contingent on establishment of identity and verification of employment eligibility as required by the Immigration Reform and Control Act of 1986.

It is the policy of UW-Extension to provide reasonable accommodations for qualified individuals with disabilities who are employees or applicants for employment. If you require an accommodation to participate in any part of the hiring process, please contact person listed above.

As a unit within the University of Wisconsin Extension, WPR is an Equal Employment Opportunity and Affirmative Action employer and no qualified applicant will be eliminated from consideration. WPR is committed to achieving a diverse workforce and to maintaining an atmosphere of diversity and inclusion.  We want our staff and programming to reflect the rich culture and diversity of our state and actively encourage applicants from diverse backgrounds to apply.

 

Job Location: 
Madison, WI
United States
Job Category: 
Fundraising/Promotion/Membership
Deadline: 
Wednesday, December 13, 2017
Job Type: 
Full time
Send Application Materials To: 

How to Apply
Applications will be accepted until the position is filled; however, for best consideration, please apply through https://www.careers.wisconsin.edu by 12/13/17. If you are a current UW System employee use http://bit.ly/2n9AibS.  Please include: a detailed resume with a cover letter detailing how your experience relates to the qualifications and duties of this position, and a list of three professional references with contact information and e-mail address; at least one must be a supervisory reference.  Direct inquiries and online support questions to:  Alex Behnke, Wisconsin Public Radio, 821 University Avenue, Madison, Wisconsin 53706, 608-263-0477; alex.behnke@wpr.org