Audience Services Representative

Position Overview
The Audience Services Representative will serve as a frontline customer service representative to WETA’s members, viewers, and listeners.

Description
Primary duties include assisting/problem‑solving questions and concerns from members, viewers and listeners. Primary subjects for calls and emails include WETA’s fundraising programs; member benefits such as WETA+ and PBS Passport (our membership video on‑demand streaming service); the WETA Magazine; and questions and requests related to WETA’s television and radio programs, including PBS News Hour. Maximize opportunities to retain or increase current donor giving and recruit new supporters. Strike an overall balance in advocacy for WETA’s best interest with the needs and best interests of its constituents.

To excel in this role, the Audience Services Representative should always have a customer‑centric and positive attitude, and an ability to display a knowledge of all aspects of WETA’s Television and Radio programming and membership programs. Staff are expected to work in the office at least two days a week and from home the remaining weekdays. Access to high‑speed Internet in the home is required for this position.

Primary Responsibilities

Answer and respond to member/audience telephone lines and email correspondence.

Perform research and follow‑up work to solve member/audience problems regarding contributions, member benefits such as the PBS Passport streaming video service, and delivery of WETA Magazine, thank you gifts, address changes, tax record information and WETA’s entire range of television and radio programs.

Provide customer service help in support of PBS News Hour fundraising initiatives.

De‑escalate situations involving dissatisfied members, offering patient assistance and support.

Record all member and audience interactions in database to assure accurate reflection and analysis of audience feedback.

Market WETA membership benefits, encourage donations and sustaining pledges to inbound callers, when appropriate.

Check, complete and follow‑through on ticklers, special questions or premium delivery as needed.

Assist with training of new staff as needed.

Perform related special projects or other duties as assigned.

Additional Skills And Qualifications

Outgoing, upbeat personality with strong desire to assist and educate the general public.

Experience downloading and using video streaming apps; basic understanding of how sign‑in and search processes work with video streaming services.

Strong research, Internet and typing skills; experience with Microsoft applications (especially Word and Outlook).

Excellent verbal and written communication skills; excellent listening skills and ability to demonstrate compassion, professionalism, enthusiasm, and cheerfulness even with the most challenging callers.

Organized, detail‑oriented self‑starter who can work independently and as part of a team; ability to juggle multiple tasks and solve unanticipated problems quickly and efficiently.

Database/data entry experience preferred, though not essential.

Ability to handle occasionally high volume of calls and emails and work quickly under pressure.

Able to work from home with access to high‑speed Internet.

Strong ability to multitask and change focus based on caller needs.

Good time‑management skills and can promptly respond to incoming emails and quickly resolve caller issues.

Education

AA (2‑Year College)

Location
WETA and NewsHour Productions are Washington, DC established media and news organizations. We are a largely local workforce based out of the Campbell Place office in Arlington, VA. WETA and NewsHour Productions value employee flexibility when possible. Most positions based in our Arlington, VA office will be onsite or hybrid, depending on the role.

Equal Employment Opportunity
WETA and NewsHour Productions are equal opportunity employers committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and internships. WETA and NewsHour Productions make hiring decisions based solely on qualifications, merit, and business needs at the time.

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