Fundraising Projects Coordinator

GBH enriches people's lives through programs and services that educate, inspire, and entertain, fostering citizenship and culture, the joy of learning, and the power of diverse perspectives.

DEPARTMENT OVERVIEW

The Local Membership and Engagement department (LDM) enables the GBH Educational Foundation to carry out its public media mission by raising annual contributions from individuals for TV, Radio, and Web program support and special projects at GBH, GBY, and the Cape & Islands Radio Station. LDM oversees fundraising and relationship building through direct response solicitations for all GBH affiliated TV and Radio Stations, member engagement, and events to provide GBH with the economic resources to pursue its mission. LDM coordinates with The Contributor Development Partnership (CDP) as appropriate.

JOB OVERVIEW

Reporting to the Manager of Audience and Member Services, The Fundraising Projects Coordinator will: Assign incoming CRM work to team members using established call center assignment and scheduling workflow rules to optimize turnaround time for web and email-based contacts Respond by phone, email, and postal mail, click-to-chat and social media platforms to audience and member questions, comments, problems and needs in accordance with established standards/policies Generate donations by soliciting support after providing exceptional service and response to members' needs Educate all in-bound callers on GBH membership benefits and mission Develop and maintain a broad knowledge of GBH television/radio programming, special events, services, and benefits in order to promote GBH membership and Mission Act as primary liaison and content author for knowledge management systems using both Salesforce and FileMaker Pro Accurately reflect all member and non-member activity in Salesforce, GBH's customer relationship database Provide operational support as needed including: assisting in uploads and processing incoming gifts, making adjustments to existing gifts and accounts, performing data hygiene projects, and taking part in special operational projects as needed. Participate in research, member service, and fundraising projects, and events as required. Perform other duties as assigned—special work schedule - Some weekend and evening work required.

RESPONSIBILITIES

• Serve as a point of contact for GBH Members and constituents.

• Communicate with the AMS team members to keep current on upcoming events, answer questions as needed from members/attendees.

• Support GBH constituency via phone, email, and chat support.

• Develop efficiencies using SFDC and other CRM products to record and facilitate all constituent interactions.

• Have a complete understanding of the case coding process - accurately record all member and non-member activity in Salesforce CRM Database.

• Reference internal training-based documents to better support constituents.

• Participate in weekly AMS discussions about process and communication

• Develop and maintain a broad knowledge of GBH television/radio programming, special events, services, and benefits to be a subject matter expert to the team and interdepartmentally.

• Work directly with constituents regarding critical issues and respond.

SKILL SET

• Must know Salesforce Call Center technologies and products (CRM, Communities, Lightning, Einstein) and VolP

• Proficient in Microsoft Office products (Excel, Word, PowerPoint)

• Ability to work independently with limited supervision and a part of a team

• Strong technical aptitude and troubleshooting skills; process-oriented supporting continuous process improvements

• Excellent written, verbal, and interdepartmental communication skills

• Strong track record of making positive impacts on client service satisfaction and efficiencies

EDUCATION AND EXPERIENCE

Bachelors or equivalent work experience required. Minimum 1-2 years in sales, retail, fundraising, or customer service function

JOB SPECIFICS

This is a staff position

This is a CWA Local 1400 union position

#LI-AMZ

GBH is an equal opportunity employer. The community and audience we serve is diverse, and we wish to foster that diversity in our workplace. Toward that end, GBH does not discriminate against individuals in hiring, employment or promotion on the basis of race, religion, color, sex/gender, gender identity and gender expression, age, marital status, national origin, sexual orientation, citizenship, handicap or disability, veteran or military status, political belief, pregnancy, genetic information or any other characteristic protected by law.