Member Services Associate - Inbound

Whyy - Philadelphia, PA

Part-time - Entry Level

Philadelphia, PA

Broadcasting and Content Providers

About the position

The Member Services Associate at WHYY Inc. plays a crucial role in delivering exceptional customer service to members, listeners, and viewers. This part-time position focuses on managing incoming requests, enhancing membership services, and supporting fundraising efforts, all while contributing to WHYY's mission of serving the Philadelphia community through trusted journalism and storytelling.

Responsibilities

• Answer incoming calls and emails from members, listeners, viewers, and the community.
• Handle calls during high volume periods with professionalism and provide patient assistance.
• Return calls and emails and respond to regular mail requests in a timely manner.
• Assist in handling and resolving member issues to completion, including elevated member issues that require special attention.
• Provide information regarding special opportunities to members as needed.
• Interact daily with the Membership department to anticipate and react to variable customer needs and issues.
• Manage regular texting campaigns through the texting platform and respond to members accordingly.
• Support fundraising efforts by responding to requests from on-air fundraising, outbound calling campaigns, and reminder calls.
• Assist the department in ensuring revenue goals are successfully met.
• Enter all member requests efficiently and accurately in the CRM database and perform data-entry updates as necessary.

Requirements

• A minimum of two to three years of experience in a customer service environment or related field is required.
• Proficient knowledge in all elements of Microsoft Office Suite is required.
• A college degree in Liberal Arts or equivalent knowledge gained through experience is preferred.

Benefits

• Part-time work schedule
• Opportunity to contribute to community-focused initiatives
• Engagement in a mission-driven organization