HPM Customer Service Specialist - (STA006344)

Serves as Houston Public Media's (HPM) customer service specialist and primary point of contact in HPM's Customer Service Department.

  1. Responsible for maintaining the membership phone line during business hours and responding to inquiries from call center vendor.
  2. Responsible for daily retrieval and processing of membership Dropbox messages which include emails from the prior evening as well as incoming voicemails.
  3. Receives, researches and responds to internal and external customer inquiries pertaining to programming, streaming and broadcast channels and smart phone apps; confirms that customer's needs have been met.
  4. Provides assistance with account setup and technical questions regarding PBS video streaming service.
  5. Process member contributions; assist in processing donations received by mail to include checks, credit card and EFT authorization forms.
  6. Reviews and maintains the accuracy of information contained in the donor contact records.
  7. Provides assistance to donors regarding one-time gifts, installments and sustainer gift options, order cancellations, product returns, non-delivery issues as well as campaign gifts and ticketed events.
  8. Assist with special membership projects.
  9. Performs other job-related duties as assigned.


Qualifications :

High school and 1 year experience.

Requires a basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. as might normally be acquired through attainment of a high school diploma or GED.

Requires a minimum of one (1) year of directly job-related experience.

Additional Information:

Prefer 1 year or more face-to-face customer service specialist experience in high volume call center environment a plus.

Note: Applicants please attach 3 professional references with your resume.

Notes to Applicant: This position requires project coordination, critical thinking, and resourcefulness. This position requires proficiency in Microsoft Office- Excel, Word, PowerPoint. This position requires relationship building skills.

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