Harold Grinspoon Foundation

Customer Support

• Responding to emails and phone calls from families enrolled in the PJ Library and PJ Our Way programs
• Searching for and updating records in the subscriber database (Microsoft NAV & Salesforce)
• Using Salesforce to comprehensively track and respond to subscriber inquiries
• Forwarding calls and emails from authors, illustrators, and donors to the appropriate departments
• Researching and resolving cases where books are not received by families
• Processing returned mail
• Escalating any technical issues to the Manager of Subscriber and Community Support
• Writing and contributing to all process documents and Knowledge Articles
• Providing other general office support as needed
• Producing and copying materials for projects, conferences, and clients
• Preparing shipping labels for packages
• Providing broad support to the Office Coordinator during absences
• Providing broad support for events and conferences

Subscriber Support Representative

Marketing

• Manage PJ Library’s cross-departmental texting platform and partner with program and acquisitions teams to plan and schedule text sends that reach families.
• Maintain a monthly content calendar and coordinate message drafting, approvals, and list segmentation.
• Build, test, and send messages with careful attention to timing, links, and compliance.
• Ensure messaging aligns with PJ Library’s voice, values, and family-friendly tone.
• Maintain list hygiene and track performance metrics (deliverability, engagement, response rates) and report results to stakeholders.
• Create and maintain documentation for text campaign workflows and platform best practices and troubleshoot technical issues.
• Provide real-time replies and assistance to subscribers during select campaigns.
• Collaborate with stakeholders to gather content and obtain reviews/approvals in alignment with the email marketing calendar and established deadlines.
• Manage building, testing, and deploying marketing email and automation campaigns using HTML and drag and drop editors within Marketing Cloud Account Engagement?fka?Pardot.
• Assist with maintaining email quality assurance for layout, accessibility, and mobile responsiveness using tools like ProofJump and Litmus.
• Assist with data needs such as list import/exports; along with using list hygiene best practices (reviewing bounces, suppressions, and following compliance requirements, e.g. CAN-SPAM, CASL, GDPR).
• Assist with providing email analytics and reports.

Subscriber Support Representative

Email & Mobile Marketing Coordinator