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

Yes, Benefits


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. 

 

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 on 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:

  • Support the annual online auction.
    • Solicit donations to online auction from local businesses
    • Follow up with winners and donors
    • Assist with the delivery of auction lots
  • Support the member benefits program by soliciting discounts from local businesses.
  • 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 the On-Air Fundraising Manager 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:

  • Three 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 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:

  • Bachelor's degree
  • 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
American Public Media
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