Listener Services Associate

This is a Full Time Job

New York Public Radio (NYPR) seeks a Listener Services Associate to provide NYPR’s Sustaining Gift Members with a timely, professional response to inquiries and comments. Work towards achieving department mission “To strengthen the relationship between New York Public Radio and its listeners and members through excellent customer service.” Sustaining Gift Members donate on a monthly and perpetual basis; this associate is the first line of contact for these loyal members.

Job responsibilities include but are not limited to:
• Professionally and timely respond to member phone calls, emails and letters and track interactions in membership database (Team Approach) and spreadsheets
• Research and respond to programming inquiries
• Develop an overall understanding of station operations and personnel in order to respond to listener and member inquiries
• Support station efforts to strengthen and expand New York Public Radio’s relationship with its Sustaining Members
• Work with the Director of Midlevel Giving and Sustaining Gift Programs to keep abreast of member communications as well as track any trends that may be helpful in efficiently maintaining the program
• Provide a positive experience for listeners who contact the station, ensuring that all questions, complaints, comments and suggestions are addressed with enthusiasm, good humor and professionalism
• Perform the duties of the position with the understanding that as a Listener Services Associate you are an ambassador for the station
• Comply with all New York Public Radio policies and guidelines
• This position requires use of a computer, telephone and other office and/or broadcast equipment; ability to communicate effectively through a variety of methods
• Ability to work extended hours as needed
• Other duties as assigned

Qualifications:
• Minimum 2 years customer service or sales experience required
• College degree or equivalent work experience required
• Proven ability to generate a high volume of error-free correspondence
• Superior interpersonal skills and a positive attitude, with focus on customer satisfaction and a team work environment
• Ability to manage deadlines with minimal supervision
• Working knowledge of a member database such as Team Approach
• Proficiency with Microsoft Office, and ability to use multiple applications simultaneously
• Internet-research experience
• Familiarity with WNYC and WQXR programming
• Requires the intellectual and emotional depth, maturity, self-confidence and interpersonal skills to work effectively and/or interact with the other development staff, executives at NYPR, board trustees, colleagues, listeners and members
• Excellent communication skills—both oral and written—with an impressive reputation for building and maintaining relationships with people at all levels of an organization, across a diverse range of cultural, generational, ethnic, racial, educational and social backgrounds

This position is covered by a collective bargaining agreement between New York Public Radio and AFTRA.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.