Representative, Member & Viewer Relations
WNET, Watervliet, NY, United States
Member & Viewer Relations Representative
The WNET Group seeks a customer service-oriented individual to join its team of customer service representatives in the Member & Viewer Relations department. The Member & Viewer Relations Representative will help manage an increasing volume of support inquiries about Sustaining Membership and our Member Video on Demand service, Passport. The representative will be a key contact for our members and viewers, expected to provide exemplary customer service through incoming calls, email and mail, maintaining relationships and resolving issues to retain members. Responsibilities include (but are not limited to): Assist members in activating and navigating our Member Video on Demand service, Passport; Address customer concerns, repair relationships as needed; Identify issues that require escalation; Cultivate donations through conversations with viewers; Research information in customer database; Perform data entry tasks to maintain customer database; Additional relevant duties, as assigned. Qualified candidates will have excellent written and verbal communication skills, strong attention to detail, and a collaborative, team-oriented approach. Other qualifications include: At least one year of experience in customer service, required; Experience in nonprofits, working with Salesforce or other CRM, or familiarity with video streaming devices and services, preferred. This is a hybrid position. The WNET Group reserves the right to change and/or modify the hybrid schedule at its discretion. The WNET Group offers competitive salaries, excellent benefits, and a supportive working environment. Salary ranges are based on benchmarked nonprofit and industry related data provided by an outside consulting firm and are commensurate with skills and experience. The hiring salary range for this position is $40,000.00 - $45,000.00. Internal equity considerations will be reviewed before making a final offer.
The WNET Group seeks a customer service-oriented individual to join its team of customer service representatives in the Member & Viewer Relations department. The Member & Viewer Relations Representative will help manage an increasing volume of support inquiries about Sustaining Membership and our Member Video on Demand service, Passport. The representative will be a key contact for our members and viewers, expected to provide exemplary customer service through incoming calls, email and mail, maintaining relationships and resolving issues to retain members. Responsibilities include (but are not limited to): Assist members in activating and navigating our Member Video on Demand service, Passport; Address customer concerns, repair relationships as needed; Identify issues that require escalation; Cultivate donations through conversations with viewers; Research information in customer database; Perform data entry tasks to maintain customer database; Additional relevant duties, as assigned. Qualified candidates will have excellent written and verbal communication skills, strong attention to detail, and a collaborative, team-oriented approach. Other qualifications include: At least one year of experience in customer service, required; Experience in nonprofits, working with Salesforce or other CRM, or familiarity with video streaming devices and services, preferred. This is a hybrid position. The WNET Group reserves the right to change and/or modify the hybrid schedule at its discretion. The WNET Group offers competitive salaries, excellent benefits, and a supportive working environment. Salary ranges are based on benchmarked nonprofit and industry related data provided by an outside consulting firm and are commensurate with skills and experience. The hiring salary range for this position is $40,000.00 - $45,000.00. Internal equity considerations will be reviewed before making a final offer.