Member and Audience Services Rep

Who we are:

At Minnesota Public Radio, workplace diversity and inclusion are key components of our strategic plan. An inclusive environment is one where employees feel pride in who we are and what we do, feel welcome in our culture, and see a future with us. Our strength lies in the diversity among the broad range of people who contribute their time and talents to MPR. We have a deep belief in our commitment to create trusted and meaningful listening experiences with and for curious people and consider inclusion a foundation of organizational success. It is our aim, therefore, that our leadership team, Board of Trustees, and employees reflect and embrace these core principles.

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.

The ideal candidate has excellent communication skills, ability to adapt to a variety of situations in the moment, and the desire and commitment to living our Values:

We focus on AUDIENCES.

We LISTEN.

We are LEADERS.

We are INCLUSIVE.

We act COURAGEOUSLY.

We build TRUST.

Expected Compensation Range: $23 - $25/hr. Exact hourly determined by experience and education related to the role, organizational compensation structure and internal equity.

Application Deadline: Friday, March 29, 2024

Location: St. Paul, MN.

Your Role:

• 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.
• Help customers troubleshoot network, telephone, 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)
• 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 the front desk staff
• Fill in for the front desk Lobby Coordinator for breaks, illness or vacations
• Check in visitors
• Route phone calls at switchboard
• Assign parking spaces for visitors and staff
• Sign for packages
• Assist with mail sort
• Open / close lobby at beginning / end of day
• Assist with member surveys and input/feedback
• Prepare weekly reports on listener feedback for program directors

Required Education and Experience:

• HS Degree or equivalent experience
• Two plus years of experience in work relating to the duties of the position
• Working knowledge of Microsoft Office applications

Skills, Knowledge and Abilities:

• 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 adapt to a variety of personalities.
• 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 Mango.
• Willingness to follow PCI compliance requirements.
• Self-motivated and a self-starter.
• Friendly and professional.
• Interest and ability to learn about all MPR programming and membership options.
• Comfort with MPR as a listener and/or member.
• Experience using Android, Windows, and iOS platforms to access APMG content and media.
• Familiarity with multi-media streaming platforms.

Reporting To This Position: None

Physical Demands and Working Conditions:

• Occasional evening and weekend work required
• Must be able to perform the essential duties of the position with or without reasonable accommodation
• Physical Demands: Required to walk, sit, and stand; reach with hands and arms; balance, stoop, kneel, or crouch; Frequent use of hands for data entry/keystrokes and simple grasping.
• Working Conditions: Moderate noise level, occasional exposure to prevalent weather conditions.

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.