Member Services Assistant

Job Details

JOB SUMMARY

To support the fundraising initiatives of the Annual Giving department, the Member Services Assistant helps cultivate member relationships by providing excellent customer service and fulfilling donor requests in a timely manner. This position handles daily communication with members and donors of the National Trust for Historic Preservation.

This is a hybrid position based in Washington, DC with an expectation that the employee will spend 2-3 days a week in the office.

DUTIES

• Provides exceptional customer service to all National Trust donors and members, either directly or in coordination with individual gift officers.
• Oversees the Member Services email inbox and phone line, responding promptly to donor inquiries and requests. Provides regular updates to the Associate Director, and exercises sound independent judgment of when to flag or escalate problems.
• Identifies opportunities for new and improved processes in donor services to improve the donor experience and support retention efforts and assists with implementation.
• Helps oversee the inbound call center for member support, including, being a point of contact for agents at the call center, monitoring calls to ensure accuracy, and working with the Associate Director to provide feedback and training on National Trust initiatives.
• Provides donor support to the Annual Giving and Membership Departments, including receiving and processing mail at headquarters and fulfilling donor requests, such as mailing membership cards, tax receipts, and magazines.
• Works with the Data, Analytics, and Operations team, to ensure accuracy of donor records by informing them of inaccuracies in the data, managing returned mail and when appropriate updating donor information in the donor CRM.
• Fields requests from National Trust Historic Sites on membership issues, including requests for materials, and other membership inquiries forwarded from sites. Handles special requests such as donations of complimentary memberships, display materials, or other membership information.
• Provides backup support for processing weekly gift acknowledgments for all gifts under $1,000.
• Stays informed and shares the direct mail and email campaign schedules to provide optimal customer service.

QUALIFICATIONS

• Two to four years of experience in customer service, fundraising, marketing, public relations or related fields.
• Intermediate analytical and problem-solving skills, including issue identification and prioritization.
• Basic project-management skills. Ability to achieve results with moderate supervision. Excellent proofing, writing, spelling, and grammar skills, as well as strong verbal communication and customer service skills.
• Strong organizational skills and excellent attention to detail.
• Experience successfully working with internal stakeholders.
• Proven ability to collaborate across teams to implement processes and achieve results.
• Track record of building and maintaining productive relationships with multiple stakeholders.
• Ability to prioritize, multi-task efficiently and respond to a high volume of ongoing requests in a timely fashion.
• Proven ability to continually develop skills related to use of rapidly changing technology and communications best practices.
• Ability to adapt and be flexible in a dynamic work environment.
• Demonstrated success in engaging culturally diverse audiences, partners and colleagues.
• Intermediate knowledge of Microsoft Word and Excel required. Familiarity with other software, including databases, a plus.
• Regular and reliable attendance is required.

PAY & BENEFITS

This is a full time, non-exempt-level position, eligible for full benefits, including affordable health, dental, vision and life insurance, retirement plan contributions, and 3.5 weeks of paid vacation, plus sick time and holidays.

Hiring range: $25.82-27.47 per hour (annualized to $47,000-50,000 based on a schedule of 35 hours/week)

 National Trust for Historic Preservation

 07/01/2024

 Washington,DC