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Job Opportunity: Audience Services Representative:WETAJob description: Audience Services Representative Listing description Audience Services Representative Full-Time, Non-Exempt Reports to: Senior Manager, Audience Services JOB OBJECTIVE The Audience Services Representative will serve as a frontline customer service representative to WETA's members, viewers, and listeners. Primary tasks include assisting/problem-solving questions and concerns from members, viewers and listeners. Primary subjects for calls and emails include WETA's fundraising programs; member benefits such as WETA Passport (our membership video on-demand streaming service); NPR+; theWETA Magazine; and questions and requests related to WETA's television and radio programs. Maximize opportunities to retain or increase current donor giving and recruit new supporters. Strike an overall balance in advocacy for WETA's best interest with the needs and best interests of its constituents. To excel in this function, the Audience Services Representative should always have a customer-centric and positive attitude, and an capability to display a knowledge of all aspects of WETA's Television and Radio programming and membership programs. Staff are expected to work in the office at least two days a week and in the house the remaining weekdays. Access to high-speed Internet in the home is required for this position. ESSENTIAL FUNCTIONS » Answer and respond to member/audience telephone lines; respond to email and written correspondence. Perform research and follow-up work to deal with member/audience problems regarding contributions, member benefits such as WETA Passport streaming video service, NPR + podcast bundle and delivery of WETA Magazine, thank you gifts, address changes, tax record information and WETA's entire range of television and radio programs. » De-escalate situations involving dissatisfied members, offering patient assistance and support. » Record all member and audience interactions in Development database to assure accurate reflection and analysis of audience feedback. » Market WETA membership benefits, encourage donations and sustaining pledges to inbound callers, when appropriate. » Check, complete and follow-through on ticklers, special questions or premium delivery as needed. » Assist with training of new staff as needed. » Perform related special projects or other tasks s assigned. expertise & ABILITIES REQUIRED » Outgoing, upbeat personality with strong desire to assist and educate the general public. » practice downloading and using video streaming apps; basic knowledge of how sign in and search processes work with video streaming services. » Strong research, Internet and typing expertise; practice with Microsoft applications (especially Word and Outlook). » Excellent verbal and written communications expertise; excellent listening expertise and capability 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; capability to juggle multiple tasks and solve unanticipated problems quickly and efficiently. » Database/data entry practice preferred, though not essential. » capability to handle occasional high volume of calls and emails and work quickly under pressure. » Able to work in the house with access to high-speed Internet. » Strong capability to multitask and change focus located on caller needs. » Good time management expertise. Can promptly respond to incoming emails and quickly resolve caller issues. EDUCATION & practice » College degree in public relations, communications, marketing, or liberal arts field preferred. » Minimum of two (2) years of front-line telephone, front desk, retail, restaurant or other customer service practice. » Or equivalent combination of education and practice. LOCATION WETA and NewsHour Productions are Washington, DC established media and news organizations. We are a largely local workforce located out of the Campbell Place office in Arlington, VA. WETA and NewsHour Productions value employee flexibility when possible. Most positions located in our Arlington, VA office will be onsite or hybrid, depending upon the function. COMPANY OVERVIEW WETA and its subsidiary NewsHour Productions LLC serve local and national public media audiences by producing and distributing content of intellectual integrity and cultural merit. Through broadcast, digital and community services, the organization offers compelling, diverse programming onfive television channels, including primary channel WETA PBS,and onWETA Classical, the exclusive home for classical music in the nation's capital; produces a portfolio of national television productions, includingPBS NewsHour,recognized globally for bringing balanced, in-depth news coverage to all Americans; creates impactful documentaries with longtime production partners Ken Burns and Prof. Henry Louis Gates, Jr.; features a variety of content offerings on weta.org, WETA Passport, the PBS Video App and the WETA Classical App; and serves communities near and far witheducation and engagementinitiatives that contribute to the company's mission of public service. EQUAL EMPLOYMENT OPPORTUNITY WETA and NewsHour Productions are equal opportunity employers committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind located on race, color, sex, religion, sexual orientation, national origin, discapability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and internships. WETA and NewsHour Productions make hiring decisions located solely on qualifications, merit, and business needs at the time. Organization: WETA Job Job location: Arlington, VA United States Job Job Category: Customer Service Employment Type: Full time Send Application Materials To: To apply click here: Email address: E-Mail: hr@weta.org Job Field: Radio and Television
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