Member Services Associate - Inbound

About WHYY

WHYY serves the Philadelphia region with trusted journalism, eye-opening storytelling and intimate local arts programming. Our curiosity and commitment to this community is what drives our programming. It’s also what drives our hiring.

Below you’ll find an employment opportunity in the fast-paced setting of the Philadelphia region’s leading public media provider. The award-winning professional staff of WHYY sets the bar high in television, radio and online. Whether it’s preparing a program to air or a behind-the-scenes role in support, all positions are vital to continuing—and growing—our impact in our community.

WHYY offers a voice to those not heard, a platform to share everyone’s stories, a foundation to empower early and lifelong learners and a trusted space for unbiased news. Learn more about our Social Responsibility Program. It’s how we live.

About the Role

This position assists in developing and providing exemplary customer service for all incoming requests from members, listeners, viewers and our community. This position researches ways to improve and increase membership services and satisfaction, and the financial position of the Member and Audience Services Department.

MAJOR DUTIES AND RESPONSIBILITIES

General

It’s How We Live

WHYY is committed to giving a voice to those not heard, a platform to share everyone’s stories, a foundation to empower early and lifelong learners and a trusted space for unbiased news and conversation in our communities and within our workplace.

• Supports WHYY’s Social Responsibility Program.

• Maintains a regular and predictable attendance.

• Performs other duties as assigned.

Member and Audience Communication

• Answer incoming calls and emails from members, listeners, viewers and our community. Handle calls during high volume periods with professionalism and provide patient assistance.

• Returns calls and emails and responds to regular mail requests in a timely manner.

• Assist in handling and resolving member issues to completion as well as elevated member issues that require special attention.

• Interaction with members to provide information regarding special opportunities as needed.

• Interact daily with Membership department to anticipate and react to variable customer needs and issues.

• Manage regular texting campaigns through our texting platform and respond to members accordingly.

Fundraising

• Support in responding to requests from on-air fundraising, outbound calling campaigns and reminder calls.

• Assist department in making sure revenue goals are successfully met.  

• Support on-air fundraising efforts when needed.

Data Entry and Gift Processing

• Assist in entering all member requests efficiently and accurately for each inquiry in CRM database.

• Performs data-entry updates and corrects donor records as necessary.

Experience: A minimum of two to three years of experience in a customer service environment or related field is required.

Education: A college degree in Liberal Arts or the equivalent knowledge gained through experience is preferred.

Technical Skills: Proficient knowledge in all elements of Microsoft Office Suite is required.

*A cover letter is required to be considered for this role.

*All WHYY employees are required to receive the COVID-19 vaccination. Proof will be required upon hiring.