Membership and Donor Services Specialist

KSPS PBS is seeking a detail-oriented and customer-focused Membership & Donor Services Specialist to join our team! This position is critical to sustaining KSPS's operations. You will serve as the primary point of contact for our membership and donor community, managing accounts, processing inquiries, and coordinating communications to support KSPS's mission to provide quality public television programming and educational content to our region.

We are looking for a collaborative team player who is passionate about our mission, takes pride in supporting others, and is a detail-oriented problem-solver who can balance competing priorities and meet deadlines. You will have strong interpersonal skills to build and maintain the long-term relationships that foster sustained financial support.

**Please note: this is a non-exempt position based in Spokane, WA and requires in-office work.

**To be considered for this role, please submit a cover letter and resume.

To perform this job successfully, an individual must be able to satisfactorily perform each of the essential duties/responsibilities listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties/responsibilities of this job. 

1.       Process, record, and acknowledge charitable contributions received by check, credit card, electronic funds transfer, and other approved payment methods.

2.       Serve as a primary point of contact for members, responding to questions and requests by telephone, email, mail, and other channels.

3.       Maintain accurate donor records in the donor CRM, Allegiance.

4.       Support and strengthen the Sustainer program by maintaining recurring gifts, proactively addressing declined or expired payment methods, recovering interrupted recurring revenue, reducing involuntary donor churn, and identifying recurring donor-service or payment issues that can improve sustainer retention and the overall donor experience.

5.       Resolve payment issues and update donor information.

6.       Prepare daily deposits, reconcile donation activity, and assist with chargebacks, returned payments, and payment-processor reviews.

7.       Assist with pledge drives and fundraising campaigns.

8.       Support volunteers and cross-department projects.

9.       Maintains strict confidentiality of donor financial information and follows PCI DSS and organizational data security practices.

10.   Participates in continuous improvement of donor experience, workflow efficiency, and member communications.

Excellent customer service and communication skills

Demonstrated proficiency with customer relationship management (CRM) systems or similar database software

Strong verbal and written communication skills with ability to interact professionally with diverse audiences

Excellent organizational skills and ability to manage multiple priorities simultaneously

High accuracy with data entry and attention to detail

Proficient with Microsoft Office Suite (Word, Excel, Outlook) or Google Workspace

Professional demeanor, discretion with confidential information, and commitment to excellent customer service

High school diploma or equivalent, together with relevant customer service, administrative, financial-processing, or database experience; an equivalent combination of education and experience will be considered.

Experience working in a nonprofit, educational, media, or public broadcasting organization

Knowledge of donation processing, gift tracking, and donor database management

Experience with membership management systems or donor management platforms

Familiarity with PBS, public television, or educational programming

Experience with event coordination or fundraising campaigns

Regularly sit, stand, walk, talk, or hear

Frequently lift, pull/push, carry, grasp, reach

Occasionally climb, stoop/crouch, crawl, taste, or smell

Mental & Other Skills/Abilities: Adaptability, Analytical Ability, Dependability, Interpersonal Skills, Mathematical Ability, Problem Solving Ability, Quality Management