Member and Audience Service Rep
American Public Media Group, Saint Paul, Minnesota, United States, 55101
Member And Audience Service Rep
MPR is looking for a service-oriented Member and Audience Services Representative. The Member and Audience Services Representative will provide person-to-person customer service to members and audiences of Minnesota Public Radio (MPR) and American Public Media (APM). This position is part of a team that focuses on supporting strategies designed to deepen relationships with our members and listeners. Expected compensation range: $25.00 - $27.00 / hourly. Exact rate determined by experience and education related to the role, organizational compensation structure, and internal equity. Work location: Hybrid, St. Paul, MN. Application process: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Application deadline: Wednesday, February 18, 2026. There is a preferred candidate identified for this position. Position responsibilities: Help customers troubleshoot network, Mobile, and internet connectivity issues in relation to accessing APMG's content with a basic understanding of broadcast transmission and reception issues. Assist listeners with questions on accessing media content using smart speaker platforms (including, but not limited to Google Home, Apple Home Pod, and Amazon Alexa). Interact and serve as a primary contact with members to provide excellent customer service to ensure the accurate and timely resolution of all communication (phone, email, web, social media, live chat, post mail and walk-in). Encourage and offer assistance on how to become a member to those who call or email who are not members and encourage and offer assistance on how to upgrade sustaining memberships for existing members. Utilize Salesforce-based case management system, and work with MPR / APM staff, to research and resolve a wide variety of member / audience inquiries. Use the membership database to answer questions relating to membership and to upgrade member information (addresses, phone numbers, email addresses, etc). Maintain a useful working knowledge of company policies, procedures, government regulations and commonly accepted business ethics. Other duties as assigned. Working as part of the Member and Audience Services team, this person may perform one or more of the following additional tasks: Support Audience Development Teams Assist with member surveys and input/feedback Prepare weekly reports on listener feedback for program directors Assist Membership with special events or programs Interact with Volunteers Required education and experience: HS Degree or equivalent experience Two plus years of experience in work relating to the duties of the position Required skills, knowledge and abilities: Working knowledge of all Microsoft Office applications. Must be knowledgeable with search functions for website research. Possess a service-oriented attitude; ability to work with customers and members in a respectful manner and contribute to member retention. Problem solving abilities, trouble-shooting skills and ability to address challenging audience members in a professional manner. Ability to follow directions in order to accomplish tasks in a timely manner. Well-developed collaboration skills to work with cross-functional teams. Strong organizational skills and an eye for detail. Excellent verbal and written communication skills. Ability to manage instant answer situations, adjust to changing priorities and duties, and maintain a high level of confidentiality. Ability to help customers troubleshoot network, telephone, and internet connectivity issues in relation to accessing APMG's content. Ability to help listeners use smart speaker platforms (including, but not limited to Google Home, Apple Home Pod, and Amazon Alexa) to access media content. Basic understanding of broadcast transmission and reception issues. Ability to learn and manage third party and internal CRM and customer management platforms including Salesforce, Enterprise, and Springboard. Willingness to follow PCI compliance requirements. Self-motivated and a self-starter. Experience using Android, Windows, and iOS platforms to access APMG content and media. Familiarity with multi-media streaming platforms. Preferred skills and experience: Comfort with MPR as a listener and/or member Interest and ability to learn about all MPR programming and membership options Friendly and professional Reporting to this position: None Physical demands and working conditions: Must be able to perform the essential duties of the position with or without reasonable accommodation Ability to manage some work outside of standard office hours as needed Physical demands: Required to move about in an office environment and sit for extended periods of time Required to move about in the community Frequent use of hands for data entry/keystrokes and simple grasping Working conditions: Moderate noise level APMG offers a comprehensive benefits package including Medical plans with HSA and FSA options, Dental, Vision, Life and AD&D, Short-Term and Long-Term Disability, Paid Parental Leave and Paid Caregiver Leave after 1 year, Vacation (3 wks./per year, pro-rated, based on hours worked), Sick time (12 days, pro-rated, based on hours worked), Holiday Pay (10 holidays + 2 floating holidays each year), Volunteer Time (8 hours per year), Long-Term Care and Critical Illness insurance options, Employee Assistance Program, 403(b) Retirement Plan, and more. Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. We are committed to hiring a breadth of diverse professionals and encourage members of diverse groups to apply.
MPR is looking for a service-oriented Member and Audience Services Representative. The Member and Audience Services Representative will provide person-to-person customer service to members and audiences of Minnesota Public Radio (MPR) and American Public Media (APM). This position is part of a team that focuses on supporting strategies designed to deepen relationships with our members and listeners. Expected compensation range: $25.00 - $27.00 / hourly. Exact rate determined by experience and education related to the role, organizational compensation structure, and internal equity. Work location: Hybrid, St. Paul, MN. Application process: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Application deadline: Wednesday, February 18, 2026. There is a preferred candidate identified for this position. Position responsibilities: Help customers troubleshoot network, Mobile, and internet connectivity issues in relation to accessing APMG's content with a basic understanding of broadcast transmission and reception issues. Assist listeners with questions on accessing media content using smart speaker platforms (including, but not limited to Google Home, Apple Home Pod, and Amazon Alexa). Interact and serve as a primary contact with members to provide excellent customer service to ensure the accurate and timely resolution of all communication (phone, email, web, social media, live chat, post mail and walk-in). Encourage and offer assistance on how to become a member to those who call or email who are not members and encourage and offer assistance on how to upgrade sustaining memberships for existing members. Utilize Salesforce-based case management system, and work with MPR / APM staff, to research and resolve a wide variety of member / audience inquiries. Use the membership database to answer questions relating to membership and to upgrade member information (addresses, phone numbers, email addresses, etc). Maintain a useful working knowledge of company policies, procedures, government regulations and commonly accepted business ethics. Other duties as assigned. Working as part of the Member and Audience Services team, this person may perform one or more of the following additional tasks: Support Audience Development Teams Assist with member surveys and input/feedback Prepare weekly reports on listener feedback for program directors Assist Membership with special events or programs Interact with Volunteers Required education and experience: HS Degree or equivalent experience Two plus years of experience in work relating to the duties of the position Required skills, knowledge and abilities: Working knowledge of all Microsoft Office applications. Must be knowledgeable with search functions for website research. Possess a service-oriented attitude; ability to work with customers and members in a respectful manner and contribute to member retention. Problem solving abilities, trouble-shooting skills and ability to address challenging audience members in a professional manner. Ability to follow directions in order to accomplish tasks in a timely manner. Well-developed collaboration skills to work with cross-functional teams. Strong organizational skills and an eye for detail. Excellent verbal and written communication skills. Ability to manage instant answer situations, adjust to changing priorities and duties, and maintain a high level of confidentiality. Ability to help customers troubleshoot network, telephone, and internet connectivity issues in relation to accessing APMG's content. Ability to help listeners use smart speaker platforms (including, but not limited to Google Home, Apple Home Pod, and Amazon Alexa) to access media content. Basic understanding of broadcast transmission and reception issues. Ability to learn and manage third party and internal CRM and customer management platforms including Salesforce, Enterprise, and Springboard. Willingness to follow PCI compliance requirements. Self-motivated and a self-starter. Experience using Android, Windows, and iOS platforms to access APMG content and media. Familiarity with multi-media streaming platforms. Preferred skills and experience: Comfort with MPR as a listener and/or member Interest and ability to learn about all MPR programming and membership options Friendly and professional Reporting to this position: None Physical demands and working conditions: Must be able to perform the essential duties of the position with or without reasonable accommodation Ability to manage some work outside of standard office hours as needed Physical demands: Required to move about in an office environment and sit for extended periods of time Required to move about in the community Frequent use of hands for data entry/keystrokes and simple grasping Working conditions: Moderate noise level APMG offers a comprehensive benefits package including Medical plans with HSA and FSA options, Dental, Vision, Life and AD&D, Short-Term and Long-Term Disability, Paid Parental Leave and Paid Caregiver Leave after 1 year, Vacation (3 wks./per year, pro-rated, based on hours worked), Sick time (12 days, pro-rated, based on hours worked), Holiday Pay (10 holidays + 2 floating holidays each year), Volunteer Time (8 hours per year), Long-Term Care and Critical Illness insurance options, Employee Assistance Program, 403(b) Retirement Plan, and more. Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. We are committed to hiring a breadth of diverse professionals and encourage members of diverse groups to apply.