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Viewer Services Specialist

Job Details

Position Title: Viewer Services Specialist

Department: KTWU - General

Advertised Pay: Base pay is $13.65/hour with the potential for a higher rate commensurate with experience and internal equity

Campus Location: Washburn University

The screening committee will review all eligible applications submitted by February 29, 2024

Position Summary: This position serves as the first line of introduction to KTWU/Washburn University by viewers and external constituents. The employee is required to exercise excellent customer service relations and to be dependable, thorough, and accurate in the assistance to the KTWU team in compiling and entering data, maintaining public files, and submitting reports for the FCC, CPB and Washburn University.

Essential Functions:
Greet guests, answer phones, respond to viewer and member e-mails, and provide assistance to KTWU staff, viewers and constituents. Provide information to viewers, members and other callers such as the program schedule, DVD/file download purchase procedures, scheduled events to encourage interest and participation in KTWU programming, activities and events, member account and payment/EFT inquiries, and recording RSVPs for station events and meetings.

Maintain FCC/EEO public file for reference by station management and the general public as required by federal regulations.

Maintain a staff/visitor log and visitors to track station visitors and help maintain building security.

Compile information, develop, update, and maintain an Access data file containing employee contact information, office assignments, telephone extensions and other employee data for reference in providing service and assistance to KTWU staff and administrators.

Unlock/lock doors; engage/disconnect automatic door openers; turn equipment on/off; check, record and distribute messages; and perform other procedures to open/close the station facility.

Monitor press releases and other sources to identify articles and information relating to PBS and/or KTWU, and distribute information to KTWU managers and staff.

Respond to requests for information from viewers, KTWU and University staff, members of the press, etc. Compiling information needed to respond accurately, and providing such information to members of KTWU staff who may be responding to similar questions.

Assist the Director of Marketing and Promotions with press releases, newsletters, and other communication instruments for accuracy, grammar, punctuation, and readability.

Compile data to assist the Director of Marketing and Promotions in completing and filing the Promotions and Marketing Quarterly Reports.

Compile program guide text for the Director of Marketing and Promotions and assist with picking up remaining program guides, after printing and delivery, to members, for KTWU mailing and distribution purposes.

Provide phone training to KTWU staff and serve as the primary source for information related to phone system operations to help staff learn about and use phone features.

Complete payment vouchers as assigned by the Assistant to the General Manager.

Identify participants and make luncheon reservations for monthly NetWUrk meetings; complete and submit payment vouchers to transfer funds for payment of related charges.

Enter data, type correspondence, prepare mailings, initiate phone calls and other communiques to assist the General Manager, Assistant to the General Manager, and other staff.

Assist the Membership Department with entering Stripe data monthly.

In coordination with the Membership Department, take pledge orders, order pledge premiums, mail out pledge premiums, and record donor payments.

Assist the Membership Department with member calls regarding updating member information, checking premium status, and processing KTWU member cancellations.

Assist Membership Department with Passport (PBS online streaming member platform) inquiries by providing Passport activation, Passport troubleshooting, maintaining the Passport database, and updating MVault (PBS Member Registry System) ensuring that Passport accounts have up-to-date membership and if membership has lapsed, canceling Passport for those accounts.

Mail KTWU Member cards and missing donor program guides.

Assist KTWU Programming and Content Department with viewer/member calls regarding program airdates, suggesting online streaming links for content inquiries, and responding to inquiries on program delays and preemptions due to membership drives and other PBS/KTWU schedule changes.

Monitor and review the program schedule posted on the web each week to verify the accuracy and completeness of the information. Modify and/or add to information as discrepancies are identified to ensure the most accurate and useful information is readily available to viewers.

Maintain conference room schedule for staff use and other meetings.

Sort and distribute incoming mail. Post outgoing mail when appropriate.

Distribute electronic and hard copy press releases to target audiences to provide information to targeted interest groups.

Schedule service calls to arrange for the repair of building office equipment (postal machine, copiers, phones) as needed.

Request building repairs and maintenance when directed by the supervisor.

With awareness and knowledge of the office supply budget, select and order office supplies for use by station staff.

Performs additional job-related duties as assigned or as appropriate.

Required Qualifications:
High School diploma, GED or equivalent. One year of full-time equivalent work experience or education, or a combination of experience and relevant education that equals one year of full-time experience.
Proven effective computer, interpersonal, communication and attention to detail skills.
Demonstrated proficiency in Microsoft Excel, Outlook and Word.

Physical Requirements:
May encounter larger packages or boxes when managing mail delivery.

Preferred Qualifications:
Post-secondary degree and/or three years of administrative support experience.
Understanding of public television and/or experience working in a broadcasting environment.
Experience using membership database software programs such as MemSys and presentation programs such as PowerPoint.

Full time Hourly Mon-Fri 8am-5pm
Background Check Required


Washburn University

Washburn is a top-notch university in an urban setting where students are becoming their best selves.

Nestled in the heart of Topeka - the capital city with about 127 thousand residents - Washburn offers students from small towns a big-city feel, while providing students from major metropolitan areas a more manageable environment.

Washburn's beautiful campus - on 160 acres - is easy to navigate with state-of-the art facilities. Our Tech campus on Huntoon offers industry-standard programs leading to in-demand jobs. And with our low student/faculty ratio and small classes, you're going to get to know your professors. 

Internally, we're organized into five schools, the College of Arts & Sciences, the School of Applied Studies, the Business School, the School of Nursing, the School of Law and the Washburn Institute of Technology (Washburn Tech.)

Our mission is to provide opportunities for our students to realize their full potential; we can't do it without our dedicated faculty and staff. 

Washburn University employs more than one thousand faculty and staff on our campuses throughout Topeka. We strive to offer competitive wages, an excellent benefits program, supportive culture and healthy work/life balance. Washburn seeks to create an environment that reflects our core values: integrity, excellence, inclusion, accountability, respect, collaboration and innovation.

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