NYPR seeks a highly skilled service representative to provide New York Public Radio listeners & members with timely and professional responses to inquiries and comments online and on the phone in a high volume department.  The successful candidate will be a superb and confident writer and communicator with a thoughtful, patient and empathetic nature. They will have a vested interest in the station and are committed and loyal; this associate represents the station as the first line of contact for listeners and members.  The department’s mission is to strengthen the relationship between New York Public Radio and its members and listeners through excellent customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to listener/member phone calls, emails and letters and track interactions in database.
• Research and respond to programming inquiries and complaints regarding our classical music channels- WQXR & New Sounds.
• Report feedback to music staff on a weekly basis.
• Liaise with our Chief Technology Officer on radio reception related issues.
• Develop overall understanding of station operations and personnel in order to respond to listener inquiries with sensitivity.
• Support station efforts to strengthen and expand New York Public Radio’s relationship with its listeners & potential members.
• Work with WQXR Program Producers to keep abreast of station changes and how we communicate that to our listeners.      
• Help maintain up to date programming documents for the department.
• Perform gift processing activities: record pledges, update payment information in database and answer general membership questions over the phone.

KEY CONTACTS:

• WQXR & New Sounds Producers
• Gift Processing
• On-Air Fundraising
• Chief Technology Officer

SKILLS, KNOWLEDGE AND ABILITIES

Qualifications:

(Required)

• Excellent verbal and telephone communication skills
• Excellent written communication
• Keen attention to detail with strong commitment to accuracy and follow-through
• Ability to diffuse contentious interactions with ease and grace
• A tenacity to get answers for listeners from colleagues
• Proven ability to generate a high volume of error-free correspondence and data entry
• Ability to manage deadlines with minimal supervision
• Superior interpersonal skills and a positive attitude, with focus on customer satisfaction and a team work environment
• Familiarity with WQXR and/or New Sounds programming preferred
• Proficiency with Microsoft Office, and ability to use multiple applications simultaneously
• Strong internet research ability

EDUCATION, EXPERIENCE AND PROFESSIONAL LICENSES OR CERTIFICATES

• Two years of customer service or sales experience required.
• Experience writing customer service or professional correspondence required.
• Working knowledge of database and fundraising/ticketing software preferred.

THIS POSITION IS COVERED BY A COLLECTIVE BARGAINING AGREEMENT BETWEEN NEW YORK PUBLIC RADIO AND SAG-AFTRA.