San Diego State University Research Foundation


KPBS Audience Services Representative (Part Time)

US-CA-San Diego

Job ID: 2024-17068
Type: Part-Time Contract
# of Openings: 1
Category: Administrative/Clerical
KPBS

Overview

This position is part-time, up to 29 hours per week.

The salary range for this position is $16.85 - $18.50 per hour depending upon qualifications and is non-negotiable.

KPBS serves the greater San Diego community with informative, cultural, entertaining and educational television, radio, and web programming. KPBS TV/FM is the public television and radio station for San Diego. Licensed to San Diego State University, KPBS supports and furthers the university’s educational and community service mission by informing, enlightening and empowering its audience. It does so not only by presenting national and locally produced programming of value to its San Diego audience, but also by producing programming about San Diego and its people for distribution nationwide.

Perks you'll enjoy as a member of #teamKPBS

• Working on a college campus & in public media: Access to campus facilities and staff perks, farmer's market Tuesday's, tons of eateries, community events, entertainment, etc.
• Hybrid schedule/ remote work flexibility options (varies by job)
• Enjoy a 'beautiful day in the neighborhood' with local employee discounts
• Opportunity drawings to attend SDSU basketball games, local concerts and events
• Free wellness classes & programs
• Monthly pop-up events
• Sick leave accruals and paid leave options
• On-site childcare at a discounted rate (based on availability)
• Opportunities for continued learning and professional development
• Employee assistance program
• Voluntary retirement savings plan

Responsibilities

The Audience Services Representative, (ASR), under the direction of the Audience and Membership Services Supervisor and the general direction of the Membership Operations and Vehicle Donation Program Manager is the first point of contact for callers requiring information about KPBS’ radio, television and digital services, and for member services requests. The representative must be able to communicate ideas and information clearly, with sensitivity to the comprehension level of the caller and in a manner, which supports the mission of KPBS. The representative must be able to work well with others, including the public and other staff - maintaining a calm and patient demeanor in the face of anger and distress. The person in this role must deal with a wide variety of people, situations and information with friendliness, engagement and sensitivity. The ASR is also responsible for proving support to the lobby on a as needed basis. The primary goals of the position are to act as the provider of information to KPBS’ constituents, ensure that member service requests are completed in a timely manner, be the go-to person for Lobby coverage when the Full Time Receptionist is out or when the lobby is in need of additional support, and perform tasks normally handled by the Audience and Member Services Specialist when the Specialist is not present. The representative is also expected to provide relevant feedback to KPBS staff regarding the effectiveness of our services and products.

The following information is intended to be representative of the work performed by incumbents in this position and is not all-inclusive. The omission of a specific duty or responsibility will not preclude it from the position if the work is similar, related, or a logical extension of position responsibilities. Job descriptions may be changed at any time based on the needs of the department.

The Audience Services Representative is responsible for but not limited to:
Customer Services – 50%

• Respond to calls, mail, voice mail, e-mail, and member communications. These contacts involve responding to questions, providing information, listening to and responding to comments, complaints, and suggestions. The ASR will also handle questions from the public concerning programs, events, controversies and policies. The ASR will ensure that appropriate corrective measures are taken in response to members who have questions or concerns about their membership status, delivery of thank- you gifts, and other related issues.
• Research and respond to messages from calls to the pledge
• Provide members with a copy of their official tax receipt for the previous calendar year upon request – insuring that the amount of the tax deduction is calculated and documented accurately.
• Provide routine technical assistance for our members with the activation and use of Passport, along with accessing our on-demand streaming library, via a computer and a variety of other smart devices.
• Provide routine technical assistance for our members with NPR+ on a as needed

Membership Operations – 25%

• Support the Membership Operations Coordinator in the research and resolution of issues related to members with multiple sustaining donations.
• Research and make adjustments to accounts and to batches to ensure accurate processing of pledge and/or payment information, and payment schedules.
• Perform operational tasks such as non-monetary pledge (i.e., EFT, premiums, general) adjustments, address changes, and other related batch entry items.
• Prepare membership accounts for data merge

Other Duties and Responsibilities as Assigned – 25%

• Escalate difficult questions to the Audience and Member Services Specialist as
• Work to enhance the relationship with KPBS by making suggestions that can lead to increased participation in viewing/listening, event attendance, video purchases, and/or membership
• All other duties as assigned.

Qualifications

Knowledge and Abilities

• Demonstrated ability to communicate with the public in a warm, friendly & knowledgeable
• Knowledge of public broadcasting, public radio and public television programming and familiarity with the operations of non-profit organizations.
• Ability to take initiative; consistent with the standards by which the department operates, make suggestions for improvements, help to aggregate data that can inform those improvements.
• Ability to communicate both orally and in writing with a sound foundation in formal writing including English grammar, spelling, and punctuation.
• Ability to understand standard office procedures; to operate standard office equipment; to learn office technology systems; and to perform basic mathematical calculations.
• Knowledge of and demonstrated ability using Microsoft Office products (Word, Excel, and Outlook).
• Ability to use a variety of internet browsers, database and research
• Demonstrated ability to be friendly, pleasant, resourceful and enthusiastic in the desire to help the
• Ability to stay organized, detailed oriented and work on multiple tasks in a fast-paced position; keep materials updated and filed for quick and easy access.
• Ability to participate in member cultivation efforts, station events and fundraising
• Ability to utilize and be guided by the KPBS mission

Qualifications and Special Skills

Education/Experience

• High school diploma or equivalent
• Previous office or administrative experience

Preferred Experience

• Three years customer service experience with an emphasis on phone work; contacts with the public in a fast-paced environment, training, and familiarity with customer service techniques and philosophies.
• Experience in public broadcasting
• Experience with providing training to team members, and resolving escalated customer service issues is strongly preferred.
• Some college, professional certification or other special training preferred
• Advanced level computer knowledge of software programs such as Microsoft Office Suite of products (Word and Excel). Computer literacy and proficiency in PC platform.
• Ability to communicate in Spanish is a plus.

Additional Applicant Information:

• Candidates must reside in California, or be willing to relocate, and live within a commutable distance to the SDSU campus at the time of hire.
• Job offer is contingent upon satisfactory clearance based on Background Check results (including a criminal record check).
• San Diego State University Research Foundation is an EEO/AA/Disability/Vets/Title IX Employer

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