Audience Services Representative
Audience Services Representative
Posted on :
14-05-2025
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1 Vacancy
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Job Description
Job Title: Audience Services Representative
Reports To: Senior Manager Audience Services
Status:FullTime NonExempt
Hourly Rate:$20.00 $22.00
Reports To: Senior Manager Audience Services
Status:FullTime NonExempt
Hourly Rate:$20.00 $22.00
POSITION OVERVIEW
The Audience Services Representative will serve as a frontline customer service representative to WETAs members viewers and listeners.
Primary duties include assisting/problemsolving questions and concerns from members viewers and listeners. Primary subjects for calls and emails include WETAs fundraising programs; member benefits such as WETA Passport (our membership video ondemand streaming service); NPR; the WETA Magazine; and questions and requests related to WETAs television and radio programs. Maximize opportunities to retain or increase current donor giving and recruit new supporters. Strike an overall balance in advocacy for WETAs best interest with the needs and best interests of its constituents.
To excel in this role the Audience Services Representative should always have a customercentric and positive attitude and an ability to display a knowledge of all aspects of WETAs 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 highspeed Internet in the home is required for this position.
ESSENTIAL FUNCTIONS
- Answer and respond to member/audience telephone lines and respond to email correspondence. Perform research and followup work to solve member/audience problems regarding contributions member benefits such as the WETA Passport streaming video service NPR podcast bundle and delivery of WETA Magazine thank you gifts address changes tax record information and WETAs entire range of television and radio programs.
- Deescalate 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 followthrough on ticklers special questions or premium delivery as needed.
- Assist with training of new staff as needed.
- Perform related special projects or other duties as 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 detailoriented selfstarter 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 highspeed 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
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 nations capital; produces a portfolio of national television productions including PBS NewsHour recognized globally for bringing balanced indepth 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 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 companys mission of public service.Benefits WETA
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.
Required Experience:
Unclear Seniority
Employment Type
Full Time
Key Skills
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