Membership Specialist

** Please Note: This position is in Spokane, WA and requires in-office work.

Job Summary

The Membership Specialist is responsible for ensuring accurate and efficient processing of donations and delivering exceptional customer service to members. This role involves managing donor interactions, processing various payment methods, and supporting Sustainer programs.

Job Duties & Responsibilities:

• Accurately and efficiently enter incoming donations into the Friends of KSPS database.
• Provide exceptional customer service by responding to phone calls, emails, notes, and letters from members.
• Accurately process credit card charges, checks, and electronic funds transfers. Communicate with members regarding declined and expired credit cards.
• Secure and manage accurate bank account and credit card information for Sustainer processing.
• Send letters, emails, and make phone calls to individual members and Sustainers as needed.
• Prepare daily bank deposits, follow up on NSF transactions and chargebacks, and conduct credit card processor audits.
• Fulfill back-up duties for other staff members as assigned.
• Collaborate with volunteers on projects as necessary.

Requirements

Education/Experience:

• Possesses a friendly demeanor with exceptional telephone skills
• Demonstrates strong attention to detail
• Previous experience in customer care is preferred
• A passion for nonprofit or public media work is highly desirable 

Certificates/Licenses:

• Proficient in computer skills, including data entry, Microsoft Word, and Excel
• Software experience with donor/customer databases is preferred.

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: ability to adapt to changes, delays, or unexpected events in the work environment; ability to manage competing demands and prioritize tasks; ability to change approach or method to best fit the situation.
• Analytical Ability: ability to maintain focus for extended periods of time; ability to complete research projects with resourcefulness and persistence; ability to synthesize complex or diverse information; ability to use intuition and experience to complement existing data.
• Computer/Technical Ability: expert knowledge of spreadsheet software; working knowledge of word processing software, Internet software, database software.
• Dependability: ability to follow instructions, both in written and verbal format; ability to respond to management direction; ability to complete tasks on time or notify the appropriate person with an alternate plan when necessary.
• Interpersonal Skills: ability to maintain satisfactory relationships with others, excellent customer service skills, and a good overall understanding of appropriate human relations.
• Judgment: ability to make prudent and timely decisions; ability to exhibit sound and accurate judgment; ability to explain reasoning for decisions.
• Language Ability: high ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations; ability to write reports, business correspondence, and procedure manuals; ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Mathematical Ability: high ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume; ability to apply concepts of basic algebra and geometry.
• Problem Solving Ability: ability to identify and/or prevent problems before they occur; ability to formulate alternative solutions to problems when necessary; ability to transfer learning from past experiences to new experiences of similar nature.
• Quality Management: ability to complete the essential functions of the job consistently and with accuracy; ability to identify errors and take corrective action as needed; ability to constructively apply feedback to improve performance; ability to generate ideas to improve and promote quality in work.
• Motor Coordination: the ability to coordinate eyes, hands, fingers, and feet accurately and handle precise movements.
• Reasoning Ability: ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Benefits

The salary range for this position is $24.04 - $26.44 per hour depending on qualifications

Benefits offered include:

• Full-time, non-exempt
• Regular Schedule (M-F, 8 am – 5 pm)
• Up to 11 paid holidays (holiday must fall on a normally scheduled workday) or time and a half when working on the actual holiday.
• Vacation: 96 hours annually
• Paid Sick Leave
• Medical/Dental Insurance for employees (and optionally their families)
• Life Insurance
• Short and Long Term Disability
• Retirement Benefits (401 (K) Plan) Once employee is eligible, Friends of KSPS contributes 3% annually.