Audience Services Representative

Audience Services Representative

Full-Time, Non-Exempt

Reports to: Senior Manager, Audience Services

JOB OBJECTIVE

The Audience Services Representative will serve as a frontline customer service representative to WETA’s members, viewers, and listeners.

Primary duties include assisting/problem-solving questions and concerns from members, viewers and listeners. Primary subjects for calls and emails include WETA’s fundraising programs; member benefits such as WETA Passport (our membership video on-demand streaming service); NPR+; the WETA Magazine; and questions and requests related to WETA’s television and radio programs.

Maximize opportunities to retain or increase current donor giving and recruit new supporters. Strike an overall balance in advocacy for WETA’s best interest with the needs and best interests of its constituents.

To excel in this role, the Audience Services Representative should always have a customer-centric and positive attitude, and an ability to display a knowledge of all aspects of WETA’s Television and Radio programming and membership programs.

Staff are expected to work in the office at least two days a week and from home the remaining weekdays. Access to high-speed Internet in the home is required for this position.

ESSENTIAL FUNCTIONS

  • Answer and respond to member/audience telephone lines; respond to email and written correspondence. Perform research and follow-up work to solve member/audience problems regarding contributions, member benefits such as WETA Passport streaming video service, NPR + podcast bundle and delivery of WETA Magazine, thank you gifts, address changes, tax record information and WETA's entire range of television and radio programs.
  • De-escalate situations involving dissatisfied members, offering patient assistance and support.
  • Record all member and audience interactions in Development database to assure accurate reflection and analysis of audience feedback.
  • Market WETA membership benefits, encourage donations and sustaining pledges to inbound callers, when appropriate.
  • Check, complete and follow-through on ticklers, special questions or premium delivery as needed.
  • Assist with training of new staff as needed.
  • Perform related special projects or other duties s assigned.

SKILLS & ABILITIES REQUIRED

  • Outgoing, upbeat personality with strong desire to assist and educate the general public.
  • Experience downloading and using video streaming apps; basic understanding of how sign in and search processes work with video streaming services.
  • Strong research, Internet and typing skills; experience with Microsoft applications (especially Word and Outlook).
  • Excellent verbal and written communications skills; excellent listening skills and ability to demonstrate compassion, professionalism, enthusiasm and cheerfulness even with the most challenging callers.
  • Organized, detail-oriented self-starter who can work independently and as part of a team; ability to juggle multiple tasks and solve unanticipated problems quickly and efficiently.
  • Database/data entry experience preferred, though not essential.
  • Ability to handle occasional high volume of calls and emails and work quickly under pressure.
  • Able to work from home with access to high-speed Internet.
  • Strong ability to multitask and change focus based on caller needs.
  • Good time management skills. Can promptly respond to incoming emails and quickly resolve caller issues.

EDUCATION & EXPERIENCE

  • College degree in public relations, communications, marketing, or liberal arts field preferred.
  • Minimum of two (2) years of front-line telephone, front desk, retail, restaurant or other customer service experience.
  • Or equivalent combination of education and experience.

LOCATION

WETA and NewsHour Productions are Washington, DC established media and news organizations. We are a largely local workforce based out of the Campbell Place office in Arlington, VA. WETA and NewsHour Productions value employee flexibility when possible. Most positions based in our Arlington, VA office will be onsite or hybrid, depending upon the role.

COMPANY OVERVIEW

WETA and its subsidiary NewsHour Productions LLC serve local and national public media audiences by producing and distributing content of intellectual integrity and cultural merit. Through broadcast, digital and community services, the organization offers compelling, diverse programming on five television channels, including primary channel WETA PBS, and on WETA Classical, the exclusive home for classical music in the nation’s capital; produces a portfolio of national television productions, including PBS NewsHour, recognized globally for bringing balanced, in-depth news coverage to all Americans; creates impactful documentaries with longtime production partners Ken Burns and Prof. Henry Louis Gates, Jr.; features a variety of content offerings on weta.org, WETA Passport, the PBS Video App and the WETA Classical App; and serves communities near and far with education and engagement initiatives that contribute to the company’s mission of public service.

EQUAL EMPLOYMENT OPPORTUNITY

WETA and NewsHour Productions are equal opportunity employers committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and internships. WETA and NewsHour Productions make hiring decisions based solely on qualifications, merit, and business needs at the time.

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