POSITION SUMMARY
Under general supervision, the Audience Services Radio Specialist primarily handles duties in the Audience Services Office with backup at the front desk. This individual 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. This individual is also responsible for recording listener, member and web user feedback on programming, 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.
PRINCIPAL DUTIES
A. Audience and Radio Listener Services
1. Independently researches and responds to verbal and written audience issues and requests using multiple databases and resources while following organizational business rules and customer service standards,
a. Enters audience interaction notes into computer database program in real-time.
b. Distills audience queries into actionable items and determines urgency.
c. Assists PBS Wisconsin and WPR staff with general inquiries and scheduling of four conference rooms
d. Tracks and follows-up on audience inquires not immediately resolved in a timely manner.
e. Notifies audience member with inquiry status as necessary.
f. Consults with relevant PBS Wisconsin and WPR departments as appropriate to respond to audience issues.
g. Consults with management regarding special circumstances.
2. Manages communications through the listener@wpr.org inbox.
3. Transcribes daily voice mail messages from viewer and listener voicemail boxes into separate databases and adds additional details appropriately.
4. Provides administrative support to PBS Wisconsin and WPR staff.
a. Screens and transfers incoming phone calls to appropriate PBS Wisconsin and WPR staff.
b. Notes and distributes urgent messages.
c. Assists PBS Wisconsin and WPR staff with general inquiries and scheduling of four conference rooms.
5. Creates and distributes weekly listener Comments Report from the Audience Services database. Analyzes data to provide weekly bulleted summary of issues with comments and monthly recap of issues, including selected viewer comments. Provide topic-specific reports and information to various departments upon request.
6. Serves as a departmental back-up, covering the front desk and checking PBS Wisconsin voicemails as needed. Independently trains staff and serves as project leader as necessary.
7. Organizes and guides tours of the Wisconsin Public Radio studios and offices in Madison. Assists Audience Services Manager with scheduling and maintaining the Audience Services time off calendar, ensuring adequate staff coverage for the department.
B. Radio and Television Development
1. Generates membership revenue when possible during interactions with members.
2. 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.
3. Participates in events for the station, acting as a representative and interacting with donors and listeners.
C. Radio Programming/Technical Issues Liaison
1. Serves as departmental liaison with radio technical operations regarding transmission issues, including technology upgrades. Attends meetings as needed, researches issues and informs Audience Services staff as necessary.
D. General
1. Recognizes and recommends opportunities for process improvements
DEGREE AND AREA OF SPECIALIZATION
No Degree Required.
MINIMUM QUALIFICATIONS
-Minimum of 2 years of experience in customer service, membership, telemarketing or fundraising (or other related field), which includes using databases and working directly with donors or customers.
-Comfort with and 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
NOT REQUIRED BUT DESIRABLE QUALIFICATIONS
-Knowledge of both Wisconsin Public Radio & PBS Wisconsin programming, broadcasting terms/procedures and staff is preferred.
-Comfort with and Capability to employ fundraising communication into regular viewer and listener communication and interactions.
-Leadership skills to serve as lead worker and effectively direct the work of others as needed.
ADDITIONAL INFORMATION
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).
The University of Wisconsin is an Equal Opportunity and Affirmative Action Employer. We promote excellence through diversity and encourage all qualified individuals to apply.
Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment.
HOW TO APPLY:
Apply online at https://jobs.hr.wisc.edu by July 11, 2021. The job number is 236115
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; 608-262-5221;