Under general supervision, the Audience Services Radio Specialist primarily handles duties in the Audience Services Office with backup at the front desk. S/he provides the highest standard of customer service while assisting the viewers, listeners and members of Wisconsin Public Radio (WPR) and PBS Wisconsin. This includes investigating, tracking, and following up on issues that require resolution with particular attention to WPR listener issues and feedback. S/he is also responsible for recording listener, member and web user feedback on programing, reception and website content access and ensuring that trends or critical information is communicated to station management via regular reports and other communication.
This is a full-time position that reports to the Audience Services Manager.
Goals and Worker Activities
A. Audience and Radio Listener Services [ 80% ]
- Using organizational business rules and customer service standards, independently researches and responds to verbal and written audience issues and requests using multiple databases and resources.
- Enters audience interaction notes into computer database program in real-time.
- Distills audience queries into actionable items and determines urgency.
- Tracks and follows-up on audience inquires not immediately resolved in a timely manner.
- Notifies audience member with inquiry status as necessary.
- Consults with relevant PBS Wisconsin and WPR departments as appropriate to respond to audience issues.
- Consults with management regarding special circumstances
- Manage communications through firstname.lastname@example.org
- Transcribes daily voice mail messages from viewer and listener voicemail boxes into separate databases and adds additional details appropriately.
- Provides administrative support to PBS Wisconsin and WPR staff. Screens and transfer incoming phone calls to appropriate PBS Wisconsin and WPR staff. Notes and distributes urgent messages. Assists PBS Wisconsin and WPR staff with general inquiries and scheduling of 4 conference rooms.
- Creates and distributes weekly listener Comments Report from the AS database. Analyzes data to provide weekly bulleted summary of issues with comments and monthly recap of issues, including selected listener comments. Provide topic-specific reports and information to various departments upon request.
- Serves as a departmental back-up, covering the front desk and checking Television voicemails as needed.
- Independently trains staff and serves as project leader as necessary.
- Organizes and guides tours of Wisconsin Public Radio.
B. Radio and Television Development [ 10% ]
- Generates membership revenue when possible during interactions with members.
- Contributes to night and weekend television and radio member drives by supervising volunteers, taking calls and processing overflow voice mail pledges for up to three shifts per drive.
- Participates in events for the station, acting as representative and interacting with donors and listeners.
C. Radio Programming/Technical Issues Liaison [ 5% ]
- Serves as departmental liaison with radio technical operations regarding transmission issues, including technology upgrades. Attends meetings as needed, researches issues and informs AS staff as necessary.
D. General [ 5% ]
- Recognizes and recommends opportunities for process improvements.
- Operate a computer while seated for extended periods to correspond with audience members, volunteers and staff about Wisconsin Public Radio and the value of public broadcasting.
- Ensures general security and reports any suspicious behavior with appropriate urgency.
- Participates actively and productively in meetings and organizational committees. Provides AS with updates as needed.
- Maintains flexibility of schedule to accommodate departmental needs.
- Performs general duties such as filing, copying, preparing mailings and data entry.
- Stays abreast of developments in Audience and Member Services, Radio and Television by reading relevant materials as well as attending meetings and trainings.
- Performs other duties as apparent or assigned.
Required Knowledge, Skills and Abilities:
- At least 2 years of experience in a call center or customer service-related position.
- Ethical guidelines language. “Comply with both the UW and WPR/WPT code of ethics: https://www.wpr.org/wpr-ethical-guidelines.
- Effectively engage diverse perspectives and experiences in work products and in organizational interactions and demonstrate respect for others in all workplace relationships. Support an equitable, diverse and inclusive work environment.
- Comfort with as well as willingness and aptitude to learn new broadcast, communication, computer and other technologies.
- Ability to function independently and self-direct with little or no direct supervision.
- Ability to work productively and collaboratively with others in a small and very interactive department.
- Demonstrated ability to adjust internal and external communication styles, both verbally and written, when needed.
- Ability to multi-task and change focus quickly while maintaining accuracy, efficiency and attention to detail.
- Demonstrated ability to maintain a calm and professional demeanor in stressful conditions and conflict situations with upset individuals.
- Accurate and efficient record keeping skills.
- Ability to maintain confidentiality in working with sensitive personal information, customer data and private communications.
- Willingness and cooperation in taking on new/additional tasks.
Preferred Knowledge, Skills and Abilities:
- Knowledge of both Wisconsin Public Radio & Television programming, broadcasting terms/procedures and staff is preferred.
- Comfort with and ability to employ fundraising communication into regular viewer communication and interactions.
- Leadership skills to serve as lead worker and effectively direct the work of others as needed.
The typical hours for this position are Monday-Friday 8AM to 5PM.
Must have the ability to occasionally work evening and weekend hours during member drives (4-6 annually).
We expect to pay a minimum of $17.25 an hour for this position.
HOW TO APPLY:
Apply online at https://jobs.hr.wisc.edu by April 8, 2020. The job number is 221828. All of the following must be received for your application to be complete: 1) Resume; 2) A cover letter describing how your experience relates to the job duties and minimum and desirable qualifications.
As applicants progress to interviews, they will need to provide at least three professional references with titles, emails, and phone numbers (include at least one supervisory reference).
Questions? Contact: Kate O’Connor, Wisconsin Public Radio, 821 University Avenue, Madison, WI, 53706;