Member and Audience Services Representative

WTTW (Chicago PBS) and WFMT (Classical radio) are seeking a full-time Member and Audience Services Representative to serve as front-line support to WTTW and WFMT members and viewing and listening audiences. Representatives provide exemplary customer services in a friendly and helpful manner, and help to cultivate, acquire, and renew members.

KEY RESPONSIBILITIES:

· Answer inbound calls and make outbound calls to members, viewers, and listeners with the goal of cultivating, acquiring, retaining, and renewing members.

· Research and address member, viewer, and listener inquiries and feedback that come in via inbound calls, voicemails, and email inboxes.

· Effectively document interactions with members and viewers/listeners via customer relationship management database.

· Adjust, update, and manage membership records.

· Process returns, rejected credit cards, and assist with other department and organizational campaigns and functions as requested.

· Process gift entry as needed for new and renewing members including input of new contributions as well as adjustments and refunds of existing contributions.

· Communicate effectively with internal departments.

· Perform other duties as assigned.

SKILLS/QUALIFICATIONS:

· Strong written and verbal communication skills

· Fundraising or sales acumen

· Typing speed of at least 40 wpm

· Strong analytical and problem-solving skills

· Ability to interact with all levels of staff

· Strong organization and follow-through skill

· Team player

· Fluency in Spanish a plus

EXPERIENCE:

· Minimum of two years of experience in customer service, sales, or inbound call center environment

· Proficiency in Microsoft Office

· Customer relationship management database experience a plus, Tessitura experience preferred

EDUCATION: High School Diploma or equivalent

*This position requires membership in IBEW Local 1220.*