Temp - Member Services Associate
2 days ago
Santa Monica
Job Description Member Services Associate (Temporary) Who Are We We are a global community that is driven by the creative spirit of Los Angeles. Through an inspiring mix of music, news, and culture, we bring joy and connection – online, in-person and on the radio. Always excellent, accessible, and often unexpected, we are a constant source of fuel for the imagination, education and good vibes. At least, that is what our members tell us. As NPR’s flagship member station in Southern California for more than 30 years and a community service of Santa Monica College, KCRW is the next generation of public media. How You’ll Make An Impact The Membership Services Associate supports the day-to-day experience of KCRW members by managing member communications, donation processing, and membership administration. This role plays an important part in ensuring members receive timely support, accurate account management, and a welcoming experience with KCRW. This temporary role helps ensure our members continue to receive excellent service and support during a period of team transition and operational growth. This role is ideal for someone who enjoys helping people, staying organized, and taking pride in keeping systems and records accurate. The position reports to the Director, Marketing and Member Growth, and is a full-time, non-exempt position. This temporary position is expected to last 3 months. Success Looks Like: * Members receive timely, thoughtful responses to their questions and requests * Support smooth day-to-day membership operations by ensuring donations, member updates, and records are processed accurately and efficiently. * Member communications are clear, helpful, and aligned with the KCRW voice * Internal systems and records remain clean and organized * Members feel valued and supported in their relationship with KCRW Here’s What You’ll Do: Member Support * Communicate with KCRW members and listeners via email, phone, text, and occasionally in person * Assist members with account updates, payment changes, thank you gift requests, and benefit inquiries * Provide friendly, clear, and helpful support that strengthens members’ connection to KCRW Membership Operations * Process donations in Salesforce, including checks, donor advised funds, matching gifts, workplace giving, and vehicle donations * Ensure accuracy of data entry and assist with routine data cleanup and reconciliation projects * Help maintain accurate membership records across internal systems Membership Communications * Draft clear, friendly communications via email, app, and text that help members understand and use their KCRW benefits * Maintain familiarity with KCRW programming, events, and member benefits to support member inquiries Events & Member Engagement * Represent KCRW membership at occasional in-person events, assisting with KCRW tabling, check-in, member benefit fulfillment, and general member support Team Support * Assist the membership team with testing system updates and operational processes * Share insights from member interactions to help improve the overall member experience * Perform additional tasks as required or assigned Here’s What You’ll Bring: * 2+ years of experience in customer service, membership, donor services, fundraising, nonprofit operations, or a related field * Strong written and verbal communication skills * Excellent attention to detail and comfort working with data and systems * Ability to manage multiple tasks and stay organized in a fast-paced environment * Experience working in a CRM system (Salesforce or similar) to manage records, update accounts, or process donations is preferred * Customer support or project management tools is preferred * Comfort learning new tools and systems * Proficiency with Google Workspace or Microsoft Office, including Excel * A collaborative spirit and a commitment to excellent member service * A love of KCRW, its mission, and the communities we serve What We Offer * Hourly Rate: $30/hr * Hybrid work schedule for select positions. * Eligible for overtime and premium working holiday pay rate * Sick leave award * Vacation leave accrual * Paid holidays * Health insurance (including medical, dental, vision, FSA, life and AD&D) eligibility * 403(b) with company match * Passionate office environment surrounded by an incredible community of curious and talented colleagues * KCRW is a qualifying employer under the Public Service Loan Forgiveness (PSLF) program - read more here to determine your eligibility KCRW aims to be representative of Southern California, and candidates with traditionally underrepresented backgrounds and perspectives are encouraged to apply. KCRW is an equal opportunity employer and actively recruits to promote diversity in our workforce. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, status as a parent, national origin, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors. This job description is intended to provide a general overview of the position and does not encompass all possible tasks and responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.