Member & Audience Service Rep

Member & Audience Service Rep

The Member and Audience Services Representative provides exceptional person-to-person customer service to the members and audiences of LAist (Southern California Public Radio). This role is integral to a team dedicated to strategies that deepen member relationships. This position is the first point of contact for member readers and listeners to LAist and essential in retaining and growing membership.

Expected Compensation Range : $52,500 -$55,000 USD annualized. The exact rate is determined by experience and education related to the role, organizational compensation structure, and internal equity.

Location : On-Site, Pasadena, CA Application Process : Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Application Deadline : Open until filled.

Working as part of a three-person team :

• Serve as a primary contact with members to provide excellent customer service to ensure the accurate and timely resolution of all communication (phone, email, mail, social media, text, and web).
• Utilize the customer relations management software (CRM) to assist members and prospective donors with a variety of issues, such as updating credit cards and member information (address, phone numbers, etc.), canceling memberships, encouraging donations, assisting with membership inquiries, answering audience questions, and fielding complaints.
• Utilize the CRM and other systems for research and documentation to answer inquiries, ensuring the cleanliness and standard of data is maintained.
• Working with the Director of Digital Membership, assist in executing the member texting strategy to communicate with members, encourage donations, increase retention, and recapture expired or bad credit cards.
• Ensure PCI Compliance (payment card industry) standards are maintained while handling credit card data.
• Maintain a useful working knowledge of company policies, procedures, government regulations and commonly accepted business ethics.
• Assist in gathering member feedback through surveys and other input mechanisms. Analyze the survey data and work with the other team members to adjust or enhance fundraising practices based off the survey data.
• Staff the front desk at the Pasadena offices and studios, providing excellent in-person service while performing clerical tasks such as sorting the mail or informing colleagues when guests arrive.
• Support the Director of Membership in the fulfillment and inventory management of thank-you gifts (premiums).
• Monitor thank-you gift fulfillment to ensure timely replenishment.
• Run and analyze inventory reports.
• Order and fulfill thank-you gift deliveries, ensuring timely distribution.
• Inform members about backorders and delays in premium shipments.
• Oversee strategy and execution of the Book and DVD clubs
• Collaborate within the department to support member events at The Crawford or other external events.
• Assist in developing and maintaining a volunteer program.
• Perform other duties as assigned.

Required Education and Experience :

Required Skills, Knowledge, and Abilities :

Preferred Skills and Experience :

Reporting to this Position : None

Physical Demands and Working Conditions :

Southern California Public Radio (LAist 89.3 / LAist.com / LAist Studios) is diverse in race, ethnicity, language, culture, social class, national origin, religious and political belief, age, ability, gender, gender identity, and sexual orientation in addition to other markers protected by law.

At SCPR, we strive to create an inclusive environment where we all feel pride in who we are and what we do. We are encouraged to show up as we are always embracing and recognizing that our diversity is what brings us together. Our fundamental commitment to diversity :

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. We are committed to hiring a breadth of diverse professionals and encourage you to apply.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.