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Member and Audience Services Representative, LAist

2 months ago

Pasadena, United States American Public Media Group Full time
Who We Are:

Southern California Public Radio (SCPR) is a member-supported public media network whose mission is to strengthen the civic and cultural bonds that unite Southern California's diverse communities by providing the highest quality news and information service on air at LAist 89.3, online at LAist.com and through LAist Live Programming & Events. Since our founding in 1999, SCPR has been a fast growing, innovative, multi-platform public service newsroom. Every day, our staff helps audiences catch up on the latest headlines, solve the complexities of life in Southern California, and connect curious communities to one another.

Your Role:

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.

Compensation: The pay rate for this opportunity will be no less than $21.36 per hour and no more than $25.00 per hour. Exact pay rate determined by experience and education related to the role, organizational compensation structure, budget and internal equity.

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:
  • Bachelor's degree or equivalent experience.
  • Two or more years of experience in work relating to the duties of the position.
Required Skills, Knowledge, and Abilities:
  • Positive attitude towards member, audience, and customer service.
  • Strong problem-solving and troubleshooting skills.
  • Adaptable to various personalities and changing priorities.
  • Follows directions to complete tasks promptly.
  • Collaborates well with cross-functional teams.
  • Highly organized with attention to detail.
  • Excellent verbal and written communication skills.
  • Manages instant answer situations effectively.
  • Maintains high confidentiality.
  • Self-motivated and proactive.
  • Friendly and professional demeanor.
  • Keen interest in learning about LAist programming and membership options.
Preferred Skills and Experience:
  • Experience in customer service and member retention.
  • Salesforce or other CRM database experience.
  • Understanding of nonprofits and knowledge of LAist and as a listener and/or member.
Reporting to this Position: None

Physical Demands and Working Conditions:
  • Occasional evening and weekend work required.
  • Expanded hours during on-air member drives.
  • Must be able to perform the essential duties of the position with or without reasonable accommodation.
  • Physical Demands: Required to walk, sit, and stand; reach with hands and arms; balance, stoop, kneel, or crouch; Frequent use of hands for data entry/keystrokes and simple grasping.
  • Working Conditions: Moderate noise level, occasional exposure to prevalent weather 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:
  • Enriches SCPR and provides an atmosphere in which all human potential is valued
  • Promotes learning through interactions among people of different backgrounds and many perspectives, and
  • Enables the organization to prepare all employees to promote social responsibility, equity, freedom, and productive citizenship in a global society


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.