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COMPLETE POSITION DESCRIPTION

Working Title: Audience Services - LTE
Official Title: Office Operations Associate LTE
Unit: Wisconsin Public Radio (WPR),
University of Wisconsin-Extension
Appointment: Limited Term Employee 10 hr/wk
Location: Madison, Wisconsin
Availability: Immediate/ Open until filled.

POSITION SUMMARY
Audience Services is the front line for communication between listeners/viewers and staff of Wisconsin Public Radio and Television. This position independently answers complex questions involving many departments within television and radio and requires extensive knowledge of both. Customer service and multi-tasking skills are vital. Reports to Audience Services Department Manager.

SPECIFIC DUTIES & RESPONSIBILITIES
A. Audience Services

  1. Operate a web-based telephone system.
  2. Provide help and advice to staff, audience and members, communicating courteously by telephone, email, written mail and face to face.
  3. Utilize a system of internal contacts and research tools for gathering the information necessary to respond to audience inquiries/feedback in a service-oriented fashion.
  4. Investigate and make sophisticated decisions on staff, audience and member problems/issues based on organizational business rules and customer service standards.
  5. Keep accurate records of discussions or correspondence with nonmembers through Filemaker Pro software/database and with WPT members through Team Approach software.
  6. Follow up on pending audience issues including viewers/listeners interested in upcoming programs.
  7. Report on audience and member comments and trends to WPR/WPT staff.
  8. Take phone and mail orders for WPR Radio Store and WPT Television store.
  9. Stay abreast of technological developments in WPR and WPT service and transmission.
  10. Incorporate fundraising into communication with viewers.
    a. Television
    i. Use TeamApproach, the television membership database to answer member questions as well as to enter and modify member data as necessary.
    ii. Serve as back-up to Audience Services Membership Specialist in maintaining Notice File and contacting all viewers interested in scheduled programs for the upcoming month.
    iii. Assist in responding to and logging viewer email

    b. Radio
    i. Serve as back-up to the Audience Services Listener Specialist in processing and mailing Radio Store orders.
    ii. Serve as back-up to the Listener Specialist in transcribing and processing listener voicemails.
    iii. Assist in compiling weekly listener log for distribution to the WPR staff.
    iv. Assist in responding to and logging listener email
B. Front Desk Functions
    Serve as Front Desk support; assist Vilas receptionist.
    a. Receive and direct all visitors and guests.
    b. Perform upkeep, opening and closing duties for reception, conference rooms and Audience Services area.
    c. Assign and maintain mailboxes, associated labels and index list.
C. General
  1. Ensure general security and report any suspicious behavior.
  2. Perform general clerical duties such as filing, copying, preparing mailings.
  3. Demonstrate and foster respect in all work relationships.
  4. Keep ahead of developments in Audience and Member Services by reading relevant materials and going to meetings.
  5. Perform other duties as apparent or assigned.

ESSENTIAL JOB FUNCTIONS

  • Maintain a friendly and outgoing attitude to create a welcoming atmosphere for guests and staff on the phone and in person.
  • Hear and process audience and staff communication over the telephone and in person.
  • Communicate effectively verbally and in writing with audience and staff members.
  • Maintain focus in the face of distractions.
  • Work in an open workspace.
  • Type efficiently with few or no errors.
  • Remain at the front desk for most of the work day.
  • Operate a computer for extended periods to log calls, research answers for callers, conduct file maintenance on database, correspond with audience, etc.
  • Operate web-based call distribution software as well as a Fujistu Limited telephone.
  • Lift boxes weighing up to 20 lb. occasionally when stocking office supplies.

KNOWLEDGES SKILLS AND ABILITIES

  1. Extensive knowledge of both Wisconsin Public Radio & Television programming, broadcasting terms/procedures, staff and membership departments is preferred.
  2. At least 2 years of experience in a call center or customer service-related position is preferred.
  3. Demonstrated ability and history of success in a customer relations environment.
  4. A ‘customer’-oriented focus is required.
  5. Comfort and experience working with diverse and multicultural communities.
  6. Demonstrated interpersonal communication and customer service skills.
  7. Commitment to excellence in effective communication is required.
  8. Ability to adapt to different levels and types of communication styles both vocally and in writing.
  9. Demonstrated ability to articulate needs/intentions/solutions/responses clearly and demonstrate respect and good judgment in providing information to radio listeners, television viewers and staff.
  10. Demonstrated ability to be courteous, professional, resilient, patient and flexible and maintain a calm and professional demeanor in conflict situations and stressful conditions.
  11. Maintain respect in all work relationships.
  12. Ability to work productively and collaboratively with others in a small and very interactive department.
  13. Ability to function independently with little or no direct supervision.
  14. Excellent decision making skills along with the ability to self-direct.
  15. Ability to multi-task and change focus quickly.
  16. Ability to solicit, process and absorb information quickly.
  17. Ability to effectively prioritize a large number of short-term and long-term tasks.
  18. Skill in creative research and problem-solving.
  19. Ability to maintain accuracy, efficiency and attention to detail.
  20. Accurate record keeping skills.
  21. Ability to maintain confidentiality in working with personnel records, Human Resources documentation and private communications.
  22. Willingness and aptitude to learn new technologies.

COMPUTER SKILLS
Microsoft Excel, Word, Access, Outlook Internet Explorer/Firefox
Call Center Anywhere Web-based Telephone System VNC Security Administration database
Team Approach Membership database
Filemaker Pro Wiki Software

SALARY: This is a limited term employee appointment. Hourly pay starts at $9.60.

HOW TO APPLY: For best consideration please apply by 12/15/08. A complete submission will include the following information:

  1. A detailed resume.
  2. A persuasive narrative/cover letter detailing HOW your experience relates to this position and what you can bring to Wisconsin Public Radio.
  3. Names and contact information including e-mail address for three work references whom we may call.

The successful candidate will be required to provide documentation of credentials. Prior to appointment to this position, a criminal records review will be conducted. UWEX complies with the Wisconsin Fair Employment Act with regard to nondiscrimination on the basis of arrest and/or conviction record.

DIRECT INQUIRIES AND APPLICATION MATERIALS TO:

Sarah Chitharanjan
Wisconsin Public Radio
821 University Avenue
Madison, Wisconsin 53706

Or call 608-263-2294; e-mail sarah.chitharanjan@wpr.org

This document can be made available in alternative formats by calling the person listed above.

An offer of employment is contingent upon establishment of identity and verification of employment eligibility as required by the Immigration Reform and Control Act of 1986.

An EEO/Affirmative Action employer, the University of Wisconsin-Extension provides equal opportunities in employment and programming, including Title IX and ADA requirements. Persons of color, women and persons with disabilities are strongly encouraged to apply.

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