Employment – Donor Services Supervisor

Oversees the donor services team and monitors the integrity of our donor database. Our ideal team player understands membership concepts and strategies, values quality customer service, learns databases quickly, and is detail-oriented with a talent for problem-solving.

If you value public television, consider joining our PBS KVIE team whose mission is to inspire you to explore the world and connect with your community through the integrity of public media.

PBS KVIE's Ideal Team Player:

• supports our mission to inspire viewers to explore the world and connect with our community through the integrity of public media.
• celebrates diversity, equity, inclusion, and accessibility.
• values a culture of team spirit and collaboration.
• strives to do more and be more.

• Supervises, trains, and develops the donor services representatives.
• Maintains member and viewer communication quality control by monitoring calls and written communications.
• Monitors and assigns cases to donor service representatives and designs efficient and effective processes and procedures to handle cases.
• Works on daily processes for updating, maintaining, and securing member viewer and vendor data.
• Monitors and audits premium records and other data in RevCRM. Reports errors to vendor and tracks progress of the resolution.
• Reports premiums to be sent and the completion of records.
• Processes membership batch payments in RevCRM.
• Troubleshoots pledge and credit card problems effectively and efficiently.
• Performs other duties as assigned.

• Must be mission-driven and passionate about the role of public media.
• Proficiency in Microsoft Office Suite.
• Clear, open, and proactive communication skills.
• Highly organized and detail-oriented with the ability to multi-task, prioritize, and manage time effectively.
• Collaborative and works effectively with diverse stakeholders as a team.
• Positively and professionally represents PBS KVIE throughout the community.
• Demonstrated leadership skills with a commitment to diversity, inclusion, and employee development.
• Thorough understanding of fundraising, membership, customer service, and working with other development departments.
• Public Television development experience preferred.
• Ability to navigate professionally through personnel and time-sensitive matters.
• Strong working knowledge of relational databases, including analytics, report writing, up/downloads, and problem-solving.
• Well-versed in customer service best practices.

• BA/BS or relevant experience in administration, marketing, or sales.
• Minimum of two years of experience managing a customer service team.
• Minimum of two years of experience in database management.

• Available to work evenings and weekends as needed.

We are committed to diversity, equity, inclusion, and accessibility. Our goal is to build and foster a culture where open-minded and varied perspectives are encouraged and celebrated. Diversity is an integral part of how we function as an organization.

We believe all voices should be heard and represented through a lens of authenticity. We represent and serve Northern California's communities by producing content and programming that inspires and connects.

We value our team. We recognize our strong and cohesive collective helps us to grow as a public media and community leader. Creating an environment where employees feel safe and supported is vital to our success.

PBS KVIE EEO Policy: We are an equal opportunity employer and make employment decisions based on merit. Our practice is to hire the best available person for every job. Company policy prohibits unlawful discrimination based on race (including traits historically associated with race, such as hairstyles and textures), color, creed, sex (including pregnancy, childbirth, breastfeeding, reproductive health decision-making, or related medical condition), gender, gender identity, gender expression, sexual orientation, religion, marital status, registered domestic partner status, age, national origin (including immigration and/or citizenship status), ancestry, physical or mental disability, medical condition including genetic characteristics, military or veteran status, political activities/affiliation, or any other consideration made unlawful by federal, state, or local laws. We also prohibit unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has been or is perceived as having any of those characteristics. PBS KVIE is an equal opportunity employer, and strictly prohibits unlawful discrimination by any employee, including managers, supervisors, and co-workers. All such discrimination is unlawful.

Any applicant or employee who requires an accommodation to perform the essential functions of the job must contact a department manager or human resources to request specific accommodations. We will engage in a timely, good faith, interactive process to determine the need for a reasonable accommodation. If a reasonable accommodation exists and will not impose an undue hardship on the Company, an accommodation will be made.

PBS KVIE Background Check Policy: PBS KVIE conducts criminal background checks for all new employees (including credit and DMV background checks when appropriate for the position).

NO PHONE CALLS PLEASE: Due to the high volume, we will not accept or respond to phone/email inquiries. Candidates will receive an electronic acknowledgment after receipt of their online application. Qualified candidates will be contacted for a phone screening.