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.
- Responsible for maintaining the membership phone line during business hours and responding to inquiries from call center vendor.
- Responsible for daily retrieval and processing of membership Dropbox messages which include emails from the prior evening as well as incoming voicemails.
- 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.
- Provides assistance with account setup and technical questions regarding PBS video streaming service.
- Process member contributions; assist in processing donations received by mail to include checks, credit card and EFT authorization forms.
- Reviews and maintains the accuracy of information contained in the donor contact records.
- 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.
- Assist with special membership projects.
- Performs other job-related duties as assigned.
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.
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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