Fundraising Projects Coordinator [Local Development & Marketing] (Boston) Position Information Job Requisition # Date Opened Posting Title P-03894 5/8/2018 Fundraising Projects Coordinator Position Type Department AEEF, Full Time Local Development & Marketing Classification Type Project Length (in weeks) Staff Salary Information Budgeted Salary Low Budgeted Salary High $ 31,411 $ 35,000 Union Salary Range Low Union Salary Range High $ 31,411 $ 53,063 Department Overview As part of the Customer Care and Operations division of Local Development and Marketing, the purpose of the Audience and Member Services department is to cultivate relationships between WGBH and its donor, viewer, and listener constituency. The team provides a broad range of customer care services to encourage membership support and donor retention, thereby assisting the WGBH Foundation in carrying out its public media mission. Position Overview 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, e-mail, 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 WGBH membership benefits and mission Develop and maintain a broad knowledge of WGBH television/radio programming, special events, services, and benefits in order to promote WGBH 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, WGBH'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. Skills Required Minimum 2-3 years sales, retail, fundraising, telemarketing, customer service and/or professional office experience working directly with the public is required. Salesforce eCRM customer service, click-to-chat as well as call center experience is highly desirable. Must have high level of computer proficiency, Mac experience helpful, with knowledge of database technology, Word, Excel, FileMaker, Internet, social media and e-mail applications. Must have strong writing, proofreading and editing skills (writing sample may be requested). Strong typing skills required. Excellent organizational skills, strategic thinking and ability to quickly adapt to shifting priorities. Must be able to develop basic working knowledge of content management systems and relational databases. Educational Requirements A Bachelor's degree and/or equivalent is required.