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Coordinator, Participant Relations

StoryCorps

Job Title: Coordinator, Participant Relations

Department: Participant Relations

Division: Finance & Administration

Location: Brooklyn, NY

Reports To: Senior Coordinator, Participant Relations

Status: Full-Time, Regular, Exempt

About StoryCorps:

 

StoryCorps is an independent nonprofit whose mission is to provide Americans of all backgrounds and beliefs with the opportunity to record, share, and preserve the stories of our lives. Founded in 2003 by radio documentary producer and MacArthur Fellow Dave Isay, StoryCorps has recorded and archived nearly 40,000 interviews from more than 70,000 participants. Each conversation is recorded on a free CD to share, and is preserved at the American Folklife Center at the Library of Congress.

StoryCorps is one of the largest oral history projects of its kind. We have visited all 50 states, partnered with hundreds of community organizations across the country, and earned an Institutional Peabody Award, the highest honor in broadcast journalism. Millions listen to our weekly broadcasts on NPR’s Morning Edition, our weekly podcasts on iTunes, and the stories posted on the Listen pages of our website.  Our animations have been featured on PBS’s flagship documentary series POV and the YouTube homepage and were nominated for an Emmy. Our two books, Listening Is an Act of Love: A Celebration of American Life from the StoryCorps Project, and Mom: A Celebration of Mothers from StoryCorps, were New York Times Bestsellers.

In the coming years, we hope to build StoryCorps into an enduring institution that will touch the lives of every American family. To learn more about our services, produced works, and special initiatives, and to listen to participant stories, visit www.storycorps.org.

 

Position Overview:

The Participant Relations Coordinator provides responsive, high-quality customer service that enhances the general public’s understanding of StoryCorps’ services and programs.

Currently, the Participant Relations team manages interview reservations and public inquiries made online and over the phone, and oversees the operations of our outsourced call center. The team also works closely with other departments to ensure the general public is informed about specific StoryCorps initiatives and special policies.

The Coordinator fields information requests, schedules interview reservations, processes customer feedback from the general public and StoryCorps participants, and provides other administrative support to the department as needed. The Coordinator participates in interdepartmental project teams and organizational initiatives, collaborating closely with various departments at StoryCorps to support their use of StoryCorps’ reservation systems, provide updated information and ensure excellent service to participants, listeners, and other parties. S/he is responsible for producing a monthly statistics report on inquiries from the general public.

StoryCorps seeks to tell stories from an inclusive range of American voices.  Participant Relations interfaces with the public that represents many diverse communities, abilities, geographies, and ages.  Sensitivity towards a wide variety of backgrounds and experiences is crucial to the role.

 

Excellent benefits package that includes medical, dental, vision, Flexible Spending Account, 403(b) Retirement Savings Plan, Employee Assistance Plan, and TransitCheks; also includes paid time off (vacation, sick leave, personal days, and holidays).

 

Essential Duties and Responsibilities:

• Provide time-sensitive and knowledgeable telephone, e-mail, and web support to all interview participants and the general public
• Manage and respond to public inquiries and requests using an online Customer Relationship Management database
• Track inquiries and produce a monthly inquiries report
• Support Senior Coordinator’s efforts to improve participant customer service experience and resolve escalated customer service issues
• Report on the operations of our call center through Quality Assurance screenings and a monthly feedback report
• Compile and report feedback from weekly broadcasts
• Collaborate with Program Division to support their use of StoryCorps’ reservation system
• Support reservation system trainings
• Perform other responsibilities and duties to support the department, as assigned

 

Knowledge, Skills, and Qualifications:

Required:

• 1–3 years experience in communications, customer service, office administration, or a related field
• Bachelor’s Degree, or high school diploma/equivalency plus four (4) years of relevant work experience
• Proven skills and aptitude to excel in a customer-focused and results-driven environment
• Strong verbal and written communication skills
• Ability to work well with others in a busy professional environment
• Solid organizational skills, multi-tasking ability, and attention to detail
• Demonstrated capacity to be reliable and highly productive
• Must be a proactive problem-solver, adaptive to a growing, changing organization
• Strong computer skills, with proficiency in Microsoft Office applications
• Strong people-orientation, with demonstrated consensus-building and conflict resolution skills
• Demonstrated effectiveness and ability with public speaking, trainings, and presentations
• Cultural competence and the ability to work successfully with diverse groups of people
• Enthusiasm and dedication to StoryCorps mission

Preferred:

• Web-based Customer Relationship Management systems experience
• Proficiency on a Mac platform  
• Basic skills or fluency in a language other than English; bilingual Spanish language skills are strongly preferred

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