Donor Relations & Passport Ambassador (Hybrid SF)

KQED Inc.; San Francisco (CA); Hybrid; USD 47,000 - 57,000; Full time

Job summary

KQED is hiring a Donor Relations Associate (NABET Local 51) to support Membership experiences, Passport benefits, and ambassador services. This role will operate in a hybrid format between KQED's SF headquarters and remote work.

The successful candidate will manage the Ambassador inbox, respond to inquiries, update donor records, and help coordinate member gifts and campaigns with a focus on exceptional customer service.

Qualifications

• Excellent oral and written communication skills.
• Openness to learning new processes, programs, and skills.
• Confidence to ask questions and request training when needed.
• Ability to manage difficult situations with tact and customer service.
• Proven track record in problem-solving with others.
• Ability to multitask, collaborate, and prioritise in a fast-paced environment.
• Interact effectively with external vendors and internal teams.
• Experience with MS Office suite (Outlook, Excel, Word); mail merges a plus.
• Experience with ROI Solutions is a plus.

Responsibilities

• Lead staff person overseeing the Ambassador inbox and phone hotline.
• Ensure consistent and timely fulfillment of ambassador benefits, especially PBS Passport.
• Record responses to campaigns upgrading members to Ambassador level via direct mail and email.
• Serve as the primary responder to peer-to-peer texting messages.
• Update member records and communication preferences in the database.
• Process new membership gifts and membership changes via payment methods.
• Provide daily three-hour dedicated member service phone shift.
• Backup for after-hours events and community engagement tabling as needed.
• Backup support for member-specific case queues.

Skills

Communication skills

Learning mindset

Questioning when needed

Customer service

Problem-solving

Multitasking

Collaboration

Vendor interaction

MS Office (Outlook/Excel/Word)

ROI Solutions

Tools

Microsoft Office

ROI Solutions

Job description

KQED is hiring a Donor Relations Associate (NABET Local 51) to support Membership experiences, Passport benefits, and ambassador services. This role will operate in a hybrid format between KQED's SF headquarters and remote work.

The successful candidate will manage the Ambassador inbox, respond to inquiries, update donor records, and help coordinate member gifts and campaigns with a focus on exceptional customer service.