Audience Services Representative

Job Title: Audience Services Representative
Department: Development Operations
Supervisor: Executive Director, Development Operations
Date: October 2016
Status: Full-Time, Non-Exempt
Overall Job Objectives
The Audience Services Representative will serve as frontline customer service representative to WETA?s members, viewers and listeners. S/he will assist donors and audience members with questions and concerns on WETA?s fundraising program and with information about WETA?s television and radio programs. S/he will market the benefits of WETA membership to inbound callers when and where appropriate. On occasion, s/he will represent WETA at workplace giving and/or other fundraising or outreach events and strike an overall balance in advocacy for WETA?s best interest with the needs and best interests of its constituents. The Representative will be supervised by the Executive Director, Development Operations.
Principal Responsibilities
Answer and respond to member/audience telephone lines; retrieve and answer voice mail; respond to email and written correspondence.
Perform research and follow-up work to solve member/audience problems regarding contributions, delivery of WETA Magazine, thank you gifts, address and other data changes, tax record information and WETA?s entire range of television and radio programs.
Record all member and audience interactions in Development database to assure accurate reflection and analysis of audience feedback.
Where appropriate, market WETA membership benefits to inbound callers (new membership to individuals not currently supporting WETA and renewals/additional gifts from current donors).
Update voice mail recordings and retrieve and return voice mail in a timely fashion.
Assist with creation and maintenance of program information in database.
Work with Fulfillment Manager and On-Air Fundraising to assure timely delivery of special gift requests or exception items; process.
Check, complete and follow through on ticklers or flex-list items from external vendor desk manager and pledge call service for routine data clean up, special questions or premium delivery and other exception items where the donor does not contact Audience Services directly.
Represent WETA at workplace giving campaign fairs and other Communications and outreach events as needed and directed by supervisor.
May be called upon to assist with training of new staff as needed.
Participate in special projects and perform other duties as assigned.
Qualifications
Outgoing, upbeat personality with strong desire to assist and educate the general public.
Strong research, Internet and typing skills; experience with Microsoft applications (especially Word).
Excellent verbal and written communications skills; excellent listening skills and ability to demonstrate compassion, professionalism, enthusiasm and cheerfulness even with the most challenging callers.
Organized, detail-oriented self-starter who can work independently and as part of a team; ability to juggle multiple tasks and solve unanticipated problems quickly and efficiently.
Database/data entry experience preferred, though not essential.
Education and Experience
College degree in public relations, communications, marketing, or related field.
Minimum of two (2) years of front-line telephone, front desk, retail, restaurant or other customer service experience.
Or equivalent combination of education and experience.
To confirm that a WETA or PBS NewsHour job posting is under recruitment, please visit our websites for our current job postings list: www.weta.org and www.pbsnewshour.org.WETA is an equal employment opportunity employer. WETA does not discriminate against employees or applications on the basis of race, color, religion, gender, age, national origin, citizenship status, disability, medical condition, genetic predisposition or carrier status, military or veteran status, sexual orientation, gender identity or expression, marital status or any other characteristic protected by applicable local, state or federal law. a371324f266740a59537a973b8629bcb

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