CPB Jobline: Job Listing: WNYC Radio: Listener Services Associate (14002)

OVERVIEW:          

Provide New York Public Radio Listeners & Members with a timely, professional response to inquiries and comments.  Work towards achieving department mission “To strengthen the relationship between New York Public Radio and its members through excellent customer service.”  Some listeners donate on a consistent basis, or have the potential to do so.  They also have a vested interest in the station and are committed and loyal; this associate is the first line of contact for them.

 RESPONSIBILITIES:

• Respond to listener/member phone calls, emails and letters and track interactions in database.
• Research and respond to programming inquiries and complaints.
• Report feedback to staff on a weekly basis.
• Develop overall understanding of station operations and personnel in order to respond to listener inquiries.
• Support station efforts to strengthen and expand New York Public Radio’s relationship with its listeners & potential members.
• Work with Listener Services Manager, Program Producers & Directors to keep abreast of station changes and how we communicate that to our listeners. 
• Help maintain up to date programming documents for the department.
• Perform gift processing activities: record pledges, update payment information in database and answer general membership questions over the phone.

QUALIFICATIONS:

• Keen attention to detail with strong commitment to accuracy and follow-through
• Ability to diffuse contentious interactions with ease
• A tenacity to get answers for listeners from colleagues
• Excellent verbal and telephone communication skills
• Excellent written communication
• Proven ability to generate a high volume of error-free correspondence and data entry
• Ability to manage deadlines with minimal supervision
• Superior interpersonal skills and a positive attitude, with focus on customer satisfaction and a team work environment
• Familiarity with WNYC programming preferred
• Proficiency with Microsoft Office, and ability to use multiple applications simultaneously
• Internet research ability
• Required:  college degree
• Required:  two years of customer service or sales experience
• Preferred: Working knowledge of database and fundraising software

Note:     The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.