American Public Media
  • SCPR, Membership - 18IB
  • Pasadena, CA, USA
  • Hourly
  • Full Time

Benefits Eligible


Position Summary: 

The Member Services Representative provides top-notch person-to-person customer service to the members and audiences of Southern California Public Radio (SCPR).  This person is part of a team that focuses on supporting strategies designed to deepen relationships with our members. 

This posting has an application deadline of May 4, 2019 (10pm PST).

Position Responsibility:

  • Interact and serve as a primary contact with members to provide excellent customer service to ensure the accurate and timely resolution of all communication (phone, email, mail, social media and web).
  • Encourage and offer assistance of how to become a member to those who call or email who are not members.
  • Utilize customer relations software and information systems and staff for research and documentation to answer questions.
  • Utilize the membership database to answer questions relating to membership and to upgrade member information (addresses, phone numbers, etc).
  • Maintain a useful working knowledge of company policies, procedures, government regulations and commonly accepted business ethics.
  • Other duties as assigned

Working as part of a two-person team, this person may provide the following:

  • Work within the department to support member events at the Crawford Family Forum or other external events
  • Assist with member surveys and input/feedback
  • Assist with the fulfillment and inventory management of thank-you gifts (premiums)
    • Monitor fulfillment vendor regarding replenishment of thank you gifts
    • Run inventory reports
    • Order and fulfill thank you gift delivery around on air drives
    • Help to ensure the web site matches what is planned during on air drives
    • Keep members apprised of backorders and delays in premium shipments

Required Education and Experience:

  • Bachelor's degree or equivalent experience
  • Two plus years of experience in work relating to the duties of the position

Required Skills, Knowledge and Abilities:

  • Possess a service attitude
  • Problem solving abilities, trouble-shooting skills and ability to adapt to a variety of personalities.
  • Ability to follow directions in order to accomplish tasks in a timely manner.
  • Well-developed collaboration skills to work with cross-functional teams.
  • Strong organizational skills and an eye for detail.
  • Excellent verbal and written communication skills.
  • Ability to manage instant answer situations  
  • Ability to adjust to changing priorities and duties.
  • Ability to maintain a high level of confidentiality.
  • Comfortable troubleshooting minor problems.
  • Self-motivated and a self-starter.
  • Friendly and professional.
  • Interest and ability to learn about all SCPR programming and membership options. 

Preferred Skills and Experience:

  • Experience in customer service and member retention
  • Salesforce experience
  • Knowledge and understanding of SCPR as a listener and/or member.

Reporting To This Position:       None

Physical Demands and Working Conditions:

  • Occasional evening and weekend work required
  • Expanded hours during on-air member drives
  • Must be able to perform the essential duties of the position with or without reasonable accommodation
  • Physical Demands:  Required to walk, sit, and stand; reach with hands and arms; balance, stoop, kneel, or crouch; Frequent use of hands for data entry/keystrokes and simple grasping.  
  • Working Conditions:  Moderate noise level, occasional exposure to prevalent weather conditions

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

We are committed to hiring a breadth of diverse professionals and encourage members of diverse groups to apply.

 

American Public Media
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