Customer Support Specialist

3 weeks ago

Saint Paul, Minnesota, United States TPTTwin Cities Public Television Full time


Twin Cities PBS (TPT) is one of the most innovative public media organizations in the country. Every day, TPT uses the power of media to advance local storytelling, spur engagement and learning, help young people succeed and support adults in the pursuit of lifelong learning.

The Customer Support Specialist is responsible for interacting professionally with Twin Cities Public Television members and viewers, via phone, email, chat, or in-person to achieve maximum loyalty to Twin Cities Public Television. This position provides outstanding service to members and viewers via the phone, email, and letters to achieve maximum member and viewer loyalty to Twin Cities Public Television.

Salary: $21 - $23 per hour depending on qualifications

Hybrid Work Environment: Candidates must live in or be willing to relocate to the Twin Cities Metro area.

MAJOR AREAS OF RESPONSIBILITY:

(100% of time)

  • Support inbound calls and emails by engaging in real-time inquiries and troubleshooting with members and viewers to resolve issues and provide information.
  • Solicit new gifts, maximize current member contributions, and actively recruit or renew existing members to maximize revenue goals.
  • Deliver excellent customer service to TPT's members and viewers, while resolving issues quickly and efficiently.
  • Provide technical support for members experiencing difficulties downloading and using the PBS Passport app.
  • Confirm response communications between engineering, programming, and marketing to ensure the accuracy of verbal and written responses.
  • Provide thoughtful and well-written responses to incoming email inquiries.
  • Answer TPT's on-line Customer Service Chat service.
  • Regularly document emails and update response templates in the CRM.
  • Record details of interactions details in the CRM to enable efficient analysis and reporting of member and viewer activities.
  • Update member services knowledge base to help track and monitor response time to member and viewer inquiries.
  • 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.

Required Experience

  • 2+ years of proven experience in customer service position.
  • 1+ years of Customer Relationship Management software, such as Salesforce.
  • 2+ years of handling complex technical customer support calls, chats, and emails.

Preferred Experience

  • Associates 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 deal with different personalities.
  • 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, OneDrive, Teams, customer service software.
  • Strong focus on audience and end user needs.
  • Ability to work collaboratively and communicate effectively with all team members.
  • Constant commitment to advancing Inclusion, Diversity, Equity and Accessibility (IDEA) priorities within the organization.

We know that engaging, building trust, and making a difference relies on the collective wisdom and strength of a truly diverse organization. With this in mind, and as an equal opportunity employer, we encourage and strongly welcome candidates of all identities, lived experiences, orientations, and communities to apply.



Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)

Twin Cities Public Television is an Affirmative Action, Equal Employment Opportunity, Veteran and Disability employer.

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