Customer Support Specialist

POSITION SUMMARY:

The Customer Support Specialist is responsible for interacting professionally with TPT members and viewers, via phone, email, chat, or in-person to build engagement and loyalty to Twin Cities PBS. This position is the public-facing support system, providing outstanding service to members and viewers as an example of our mission of serving, engaging and inspiring the communities we serve.

Compensation: $22.00 to $24.00 per hour in addition to company benefits.

Schedule:

9:00 to 5:00 pm, Monday through Friday.

Hybrid Work Environment:
Candidates must live in or be willing to relocate to the Twin Cities Metro area and report to onsite office a minimum of three days per week.

MAJOR AREAS OF RESPONSIBILITY:

* Support inbound calls and emails by engaging in real-time inquiries and troubleshooting with members and viewers to resolve issues and provide information.

* Seeks to find new gifts, maximize current member contributions, and actively recruits or renews existing members to maximize revenue goals.

* Support inbound calls and emails by engaging in real-time inquiries and troubleshooting with members and viewers to resolve issues and provide information.

* Provide technical support for TPT digital products, PBS App, and PBS Passport.

* Facilitate communication between engineering, programming and marketing to ensure the accuracy of verbal and written responses.

* Provide well-written response to incoming email.

* Create email and update response templates in CRM.

* Record all member and viewer interactions in CRM to enable better service to our members, and act as an aid in the analysis and reporting of member and viewer activity to key management.

* Update member services knowledge base to facilitate the speed of response time for member and viewer inquiries.

* Maintain data hygiene, protect confidential data and comply with privacy and data requirements.

* Serve as liaison between members, management and/or development personnel for escalations and troubleshooting.

* Provide backup support to the Membership Specialist in processing premiums and other projects and tasks to ensure the orderly flow of the department.

* Other duties as assigned.

QUALIFICATIONS

Required Experience

* 2+ years of proven experience in customer service position.

* 1+ years of Customer Relationship Management software, such as Revolution Online (ROI).

* 2+ years of handling complex technical customer support calls, chats, and emails.

Preferred Experience

* Associate's degree

* 4+ years of previous customer service/support experience handling complex technical support calls.

Knowledge, skills and abilities:

* Outstanding written and verbal communication skills.

* Demonstrate the ability to engage and support customers with different personalities and needs.

* Excellent phone etiquette skills.

* Good interpersonal and organizational skills.

* Exceptional data entry skills.

* Ability to remain calm in stressful situations.

* Ability to multi-task projects simultaneously.

* Good reporting and analysis skills.

* Excellent time management skills.

* Strong computer skills:
Microsoft Office Suite - Outlook, Word, Excel, One Drive, Teams, customer service software.

* Strong focus on audience and end user needs.

* Ability to work collaboratively and communicate effectively with all team members.

* Commitment to advancing Inclusion, Diversity, Equity and Accessibility (IDEA) priorities within the organization.