Specialist, Public Support

2 weeks ago

BROOKLYN, United States StoryCorps Full time

Specialist, Public Support and Solutions 
 

Department: Public Support & Solutions 

Division: Marketing & Communications 

Location: Remote (East Coast Time Zone)

Reports To: Associate Director, Public Support & Solutions

Status: Full Time, Regular, Non-Exempt, Union

Salary: $53,000

 
THE ROLE

The Public Support & Solutions Specialist will field information requests that come in via helpdesk software such as ZenDesk, phone, email, and/or social media from participants and the general public. This role will communicate directly with customers to solve problems, address complaints, answer questions and defer to other internal departments when necessary. The ultimate goal is to provide positive customer relationships. Responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. Key elements of the role include familiarity with the StoryCorps’s products and services, and the ability to identify and address customer needs quickly. 

This position will report to the Associate Director, Public Support & Solutions but collaborate closely with various departments at StoryCorps to ensure excellent service to participants, listeners, and other parties. To be successful in this role, you should be an excellent communicator who will help establish our reputation as a company that offers and delivers outstanding and excellent customer support.

This position is designated as a union position. As such, it is subject to the terms and conditions outlined in our Collective Bargaining Agreement with CWA Local 1180.

WHAT YOU’LL DO

  • Manage the day-to-day processes between StoryCorps and our external Call Center partner, including updating booking and reminder call scripting, following up on incidents, and reporting. 
  • Coordinate with StoryCorps’ Digital & Technical Innovation team to maintain key systems and automation to support these communications.
  • Generate template language and monitor systems to ensure timely and accurate support and cross-train other members of the Public Support team on Signature Interview participant support.
  • Provide support on the backend as necessary to Signature Interview participants across StoryCorps’ initiatives, by assisting the Programs team with troubleshooting (i.e. Managing email preferences, explaining the process, and managing access to their recordings.
  • Provide assistance to StoryCorps Major Donors as the organization begins to build a membership program( i.e. assist participants when they experience form issues and updating their email subscriptions).
  • Create and maintain FAQ content as needed to build out resources for the StoryCorps’ Help Center.
  • Support the Signature Interview collection team with maintaining transactional communications to participants using Acuity, our reservations system.
  • Utilize StoryCorps’ archival policies to respond to complex participant situations regarding interview access and permissions.
  • Support the Associate Director and key internal stakeholders with sensitive participant issues regarding rights, access, and the moderation of Signature Interview content in the Online Archive.
  • Work across departments at StoryCorps to innovate improvements to the StoryCorps Signature Interview participant experience with a focus on reservations, support, and transactional communications.
  • Act as a liaison between StoryCorps internal teams (Production, R&A, etc.) and StoryCorps participants when they are featured in StoryCorps’ broadcasts, podcasts, and animations.
  • Conduct occasional one on one communications in Spanish with participants, and/or work with an external vendor for translation.
  • Complete additional duties as assigned. 
ABOUT YOU

Required:

  • At least 2  years of experience in a customer service/support or similar helpdesk role; demonstrated success as a customer advocate
  • Excellent verbal and written communication skills
  • Strong organizational and project management skills; able to prioritize and multitask with ease
  • Experience handling confidential information and navigating complex institutional policies and procedures
  • Detail-oriented with the ability to analyze and improve processes and workflows
  • Knowledge in using PowerPoint, Excel, Google Apps, Asana, Looker
  • Experience with customer support software such as ZenDesk or StatusPage, etc.
  • Ability to be flexible and adaptable to contribute to problem-solving activities within a growing, changing organization
  • Cultural competence/humility and the ability to thrive in a diverse work environment

Preferred:

  • Proficiency on a Mac platform
  • Experience in using Looker, databases, and CRM software
  • Familiarity with Wordpress CMS
  • Fluency in Spanish (written, verbal, and translation)

ABOUT STORYCORPS

StoryCorps' mission is to help us believe in each other by illuminating the humanity and possibility in us all — one story at a time. Since 2003, more than 600,000 people, in all 50 states, have recorded StoryCorps interviews about their lives. We preserve and archive their recordings at the American Folklife Center at the Library of Congress, the largest single collection of human voices ever gathered, and share select stories with the public through StoryCorps’ podcast, NPR broadcasts, animated shorts, digital platforms, and best-selling books. These powerful human stories reflect the vast range of American experiences, engender empathy and connection, and remind us how much more we have in common than what divides us. StoryCorps is especially committed to capturing and amplifying voices least heard in the media.

OUR COMMITMENT:

We seek to recruit and develop a staff whose diversity reflects the communities we serve, and strongly encourage applications from people of color, the LGBTQ+ community, and people of all ages, political beliefs, and cultures. StoryCorps records, shares, and preserves stories from across the country.

IN-OFFICE WORK:

Working at the StoryCorps office is optional except in certain circumstances, such as in-person training, if your position requires some in-office presence, or if your manager needs an in-person individual or team meeting, COVID guidelines permitting. For those who prefer to work in the office, that option remains.

COVID NOTICE:

All offers of employment requiring on-site/in-person work will be contingent on the candidate being Fully Vaccinated (at least two-weeks after last dose) prior to starting their new role. Reasonable accommodations can be discussed with HR personnel for individuals who cannot be vaccinated due to medical or religious reasons. Proof of vaccination status is required at the time of extending the offer.

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