Job Description - Member Services Manager (STA012426)
Member Services Manager - (STA012426) Mgr, Member Services
: H0436 KUHT TV
Oversees the operations of the customer service team, to include intake and resolution of member inquiries via email, phone and vendor escalated cases; i.e., member cards, program guides, incentives (such as thank-you gifts), tax receipts and other requests; may include preparation and distribution of new member packages.
Oversees the deposit, accurate data entry and updates, security compliance, biographical maintenance and receipting for all gifts and member contributions; manages the administration of corporate matching gift claims; may facilitate gift of stock and bequests.
Supervises, trains, and evaluates the performance of customer service and data maintenance staff, temporary staff, student employees and volunteers in the data entry of pledges, payments, premiums and account updates.
Addresses and resolves the more complex and difficult customer service questions, complaints or problems; coordinates with other departments regarding customer service issues as necessary.
Serves as a liaison to the HPM business and financial services staff to ensure proper processing reports, distribution of funds and support for reconciliation of membership income to accounting systems; processes transfers and refunds as needed.
Responsible for adherence to IRS and University Advancement guidelines regarding the acceptance and receipting of gift contributions to HPM. Confirms consistency and accuracy of data in support of standard industry reporting.
Writes and updates procedures for inclusion in new and existing documentation; implements changes in procedures and process efficiency improvements to reduce data maintenance costs, improve data quality and advance the donor experience.
May assist in planning of donor relations initiatives, especially in support of on-air and major donor fundraising. Collaborates with colleagues and vendor partners to determine effective stewardship and recognition through publications and personalized communications. Utilizes the HPM donor database, vendor partnerships and technology tools to implement and enhance donor relations programs.
May assist with other fundraising activities and special events as needed.
Performs other job-related duties as required.
Bachelors and 3 years experience
Requires a thorough understanding of both theoretical and practical aspects of
an analytical, technical or professional discipline; or the basic knowledge of
more than one professional discipline. Knowledge of the discipline is normally
obtained through a formal, directly job-related 4 year degree from a college
or university or an equivalent in-depth specialized training program that is
directly related to the type of work being performed. Requires a minimum of
three (3) years of directly job-related experience.
Additional Job Posting Information
Manages the daily operations and provides front-line leadership to the Member
Services and Gift Processing team within the Membership Department of Houston
Public Media (HPM). Responsible for setting and managing team goals and
oversight for team activities for the membership support staff of three+.
Responsible for ensuring that all revenue generated by the organization is
accurately reported and recorded in the membership database, along with
monthly financial reports that are used by team and leadership.
Salary: 4,463.00 - 5,804.50
Required Attachments by Candidate: Resume, Cover Letter/Letter of Application
: May 12, 2023, 9:43:00 PM