Audience and Member Services Coordinator
Job Title: Audience and Member Services Coordinator
Classification: C3
Department: WGVU-TV
Updated: March 2023
Job Summary
WGVU Public Media is seeking a motivated Audience and Member Services Coordinator to be the first point of contact for all membership and programming related questions, providing the highest standard of customer service to the audiences we reach.
Essential Functions
- Research and respond to verbal and written audience issues and requests using multiple databases and resources.
- Answer support questions and resolve issues for members regarding WGVU Passport streaming membership benefit.
- Act as primary back up for front desk student workers.
- Work with membership and programming teams to find solutions to issues encountered by members, listeners, and viewers.
- Hire/train/supervise/schedule/coordinate the work of student employees and may act as lead worker to other PSS staff members within the department/unit/division.
- Maintain front desk manual, as well as documentation on all job responsibilities of that position.
- Attend community meetings/events to represent WGVU.
- Compile and logically format data and reports on a routine basis.
- Provide support to the Programming Manager.
- Other duties as assigned.
Non-Essential Functions:
Not Applicable.
Required Qualifications
- High school graduate or equivalent.
- Minimum of three years of relevant work experience.
- Experience with various computer software applications such as Microsoft Office and/or equivalent.
- Demonstrated experience to successfully operate office equipment.
- Data entry experience.
- Typing and spelling competency with grammar and proofreading skills.
- Possess strong verbal and written communication skills.
- Demonstrated experience to successfully provide quality customer service.
- Demonstrated experience to successfully work independently, organize own work and coordinate work activities of others.
- Ability to work under pressure and meet deadlines.
- Demonstrated experience to successfully maintain satisfactory work performance and attendance records.
- Ability to successfully maintain positive intercultural and interpersonal relationships.
Preferred Qualifications
- 2 years’ experience in a customer service environment.
- Experience working with a Customer Relations Management (CRM) software.
- Familiarity and comfort navigating streaming devices and providing basic technical support.
- Familiarity with WGVU/PBS/NPR programming.
Supervision Received
Receives general instruction from a designated supervisor but is generally expected to work independently.
Supervision Exercised
Hire, train, schedule and coordinate the work of student employees and may act as lead worker to PSS staff members within the department/unit/division.
Physical Demands
- To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Must have the physical stamina to work long hours and/or more than 5 days per week. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.