KPBS Audience Services Representative (Part Time)

KPBS Audience Services Representative (Part Time)

Req No: 2022-14786
Category: Administrative/Clerical
Type: Part-Time Contract
Salary: Starting at $16.30 - $20/hr, DOE
Close Date: 2/15/2023

Overview
KPBS serves the greater San Diego community with informative, cultural, entertaining and educational television, radio, and web programming. KPBS TV/FM is the public television and radio station for San Diego. Licensed to San Diego State University, KPBS supports and furthers the university's educational and community service mission by informing, enlightening and empowering its audience. It does so not only by presenting national and locally produced programming of value to its San Diego audience, but also by producing programming about San Diego and its people for distribution nationwide.

This position is part-time, up to 29hrs/wk.


Responsibilities
The Audience Services Representative, (ASR), under the direction of the Audience and Membership Services Supervisor and the general direction of the Membership Operations and Vehicle Donation Program Manager is the first point of contact for callers requiring information about KPBS’ radio, television and digital services, and for member services requests. The representative must be able to communicate ideas and information clearly, with sensitivity to the comprehension level of the caller and in a manner, which supports the mission of KPBS. The representative must be able to work well with others, including the public and other staff - maintaining a calm and patient demeanor in the face of anger and distress. The person in this role must deal with a wide variety of people, situations and information with friendliness, engagement and sensitivity. The ASR is also responsible for proving support to the lobby on a as needed basis. The primary goals of the position are to act as the provider of information to KPBS’ constituents, ensure that member service requests are completed in a timely manner, be the go-to person for Lobby coverage when the Full Time Receptionist is out or when the lobby is in need of additional support, and perform tasks normally handled by the Audience and Member Services Specialist when the Specialist is not present. The representative is also expected to provide relevant feedback to KPBS staff regarding the effectiveness of our services and products.

The Audience Services Representative is responsible for but not limited to:
Customer Services - 50%

• Respond to calls, mail, voice mail, e-mail, and member communications. These contacts involve responding to questions, providing information, listening to and responding to comments, complaints, and suggestions. The ASR will also handle questions from the public concerning programs, events, controversies and policies. The ASR will ensure that appropriate corrective measures are taken in response to members who have questions or concerns about their membership status, delivery of thank- you gifts, and other related issues.
• Research and respond to messages from calls to the pledge
• Provide members with a copy of their official tax receipt for the previous calendar year upon request - insuring that the amount of the tax deduction is calculated and documented accurately.
• Provide routine technical assistance for our members with the activation and use of Passport, along with accessing our on-demand streaming library, via a computer and a variety of other smart devices.
• Provide routine technical assistance for our members with NPR+ on a as needed

Membership Operations - 25%

• Support the Membership Operations Coordinator in the research and resolution of issues related to members with multiple sustaining donations.
• Research and make adjustments to accounts and to batches to ensure accurate processing of pledge and/or payment information, and payment schedules.
• Perform operational tasks such as non-monetary pledge (i.e., EFT, premiums, general) adjustments, address changes, and other related batch entry items.
• Prepare membership accounts for data merge

Other Duties and Responsibilities as Assigned - 25%

• Escalate difficult questions to the Audience and Member Services Specialist as
• Work to enhance the relationship with KPBS by making suggestions that can lead to increased participation in viewing/listening, event attendance, video purchases, and/or membership
• All other duties as assigned.

Qualifications
KNOWLEDGE AND ABILITIES

• Demonstrated ability to communicate with the public in a warm, friendly & knowledgeable
• Knowledge of public broadcasting, public radio and public television programming and familiarity with the operations of non-profit organizations.
• Ability to take initiative; consistent with the standards by which the department operates, make suggestions for improvements, help to aggregate data that can inform those improvements.
• Ability to communicate both orally and in writing with a sound foundation in formal writing including English grammar, spelling, and punctuation.
• Ability to understand standard office procedures; to operate standard office equipment; to learn office technology systems; and to perform basic mathematical calculations.
• Knowledge of and demonstrated ability using Microsoft Office products (Word, Excel, and Outlook).
• Ability to use a variety of internet browsers, database and research
• Demonstrated ability to be friendly, pleasant, resourceful and enthusiastic in the desire to help the
• Ability to stay organized, detailed oriented and work on multiple tasks in a fast-paced position; keep materials updated and filed for quick and easy access.
• Ability to participate in member cultivation efforts, station events and fundraising
• Ability to utilize and be guided by the KPBS mission

QUALIFICATIONS AND SPECIAL SKILLS
Experience/Education

• High school diploma or equivalent
• Previous experience in an office or administrative

Preferred Experience/Education

• Three years customer service experience with an emphasis on phone work; contacts with the public in a fast-paced environment, training, and familiarity with customer service techniques and philosophies.
• Experience in public broadcasting
• Experience with providing training to team members, and resolving escalated customer service issues is strongly preferred.
• Some college, professional certification or other special training preferred
• Advanced level computer knowledge of software programs such as Microsoft Office Suite of products (Word and Excel). Computer literacy and proficiency in PC platform.
• Ability to communicate in Spanish is a plus.

ADDITIONAL APPLICANT INFORMATION:

• The COVID-19 vaccine is required by the CSU for all SDSU Research Foundation employees as a condition of employment. Should you be offered a position, you will be required to provide proof of vaccination status. Individuals who obtain an approved medical or religious exemption on file will be required to complete regular COVID-19 testing
• A background check (including a criminal records check) and Livescan (fingerprint) must be completed satisfactorily before any candidate can be offered a position with SDSU Research Foundation/KPBS
• San Diego State University Research Foundation is an EEO/AA/Disability/Vets Employer

To apply, visit https://careers-sdsurf.icims.com/jobs/14786/kpbs-audience-services-representative-%28part-time%29/job?in_iframe=1




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