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Position Description

Member Services Manager
Location Chicago, Navy Pier
Job Code 354
# of Openings 1
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About Us
Chicago Public Media is one of the largest, most decorated, aggressively creative, and journalistically ambitious public radio organizations in the nation. We are home to WBEZ, Chicago’s NPR news station, celebrating our 75th year anniversary broadcasting at 91.5 FM, and Vocalo Radio, Chicago’s Urban Alternative music station at 91.1 FM.We are the birthplace of such celebrated programs as This American Life, Wait,Wait…Don’t Tell Me!, Sound Opinions, Curious City and most recently, a growing portfolio of podcasts that include Serial, the “Making” series, including Making Obama and Making Oprah, and The Trouble with Shannon Cason. WBEZ’s award-winning newsroom is growing in order to tackle the stories that matter most to our community.  As an essential source of news and context, we are a powerful connector among lines of difference.
 
An opportunity to make an impact
At Chicago Public Media, we believe independent journalism is essential to a well-functioning democracy and access to fact-based, objective news and information a right of every citizen.  We serve the public interest by creating diverse, compelling content that informs, inspires and enriches.  We connect diverse audiences and help them make a difference in our communities, our region and our world.  If you are inspired by our mission and want to belong to an organization that inspires you, supports you, and challenges you, we encourage you to apply.
 
About the Job
In this newly created role, the Member Services Manager will take a hands-on approach to customer service while supervising a small Member Services team. You will ensure that consistent, high-level, customer service is provided to our loyal members and listeners through knowledgeable communication and effective quality assurance measures. You will step in as needed and assist the team with customer service inquiries. This position will also help develop service and satisfaction metrics, identify and develop opportunities for improvement within the customer service area, and ensure team members receive continuous feedback and coaching.  As the Manager you will utilize dashboards, reports and other tools to uncover roadblocks, areas of opportunity and efficiencies within the Member Services area and will work with the Director to implement changes. 
 
Responsibilities:
  • Manages the Member Services function on a daily basis and ensures that consistent high-level customer service is provided. Re-allocates/re-directs staff resources as necessary to meet case flow demands.    
  • Provides case management support to the Member Services team and acts as the point person for escalated customer service issues. 
  • Creates and maintains a customer service focused environment by actively participating in planning, implementation and evaluation of policies and procedures that provide an optimal customer service experience.       
  • Provides monthly reporting and analysis regarding call volume and provides insight into challenges or areas for improvement.
  • Identify trends in member/listener issues and concerns and effectively communicate those with key stakeholders, including the CEO. 
  • Maintains strong working relationship with external contact center vendor.  
  • Oversees the duplicate management process and other initiatives that improve data quality and cleanliness. 
  • Manage member stewardship efforts for certain WBEZ member segments. 
  • Assist with other member engagement initiatives as needed.
  • Other duties as assigned.
  • This position requires the availability to work occasional evenings, weekends and holidays to attend membership related events and some overtime during high-traffic periods.
Qualifications:
  • A minimum of five (5) years of related experience with at least three (3) years of supervisory experience. 
  • Experience with performance evaluation and customer service metrics 
  • Experience leading small customer service teams 
  • Superior customer service skills coupled with a positive “can do” attitude
  • Strong communication skills, both written and oral 
  • Demonstrated experience in taking initiative when planning and executing projects
  • Excellent conflict management and resolution skills
  • Excellent problem solving and resource management skills
  • Strong Microsoft Office Suite skills (Word, Excel, PowerPoint).
  • A candidate who has a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements is strongly desired. 
  • Bachelor’s degree, or equivalent training and experience 
  • Knowledge of Chicago Public Media/WBEZ preferred 
 
Working at Chicago Public Media
We at Chicago Public Media care deeply about our employees as we know attracting, developing and growing talent is key to our success and enhancing our impact.  Our culture is one where collaboration, ideas, and innovation are encouraged.  We value colleagues who will enhance our culture by bringing new ideas, diverse experiences and talents to our dynamic workplace.
 
Chicago Public Media’s dedication to promoting diversity, multiculturalism, and inclusion is reflective across our brands, WBEZ 91.5 FM and Vocalo 91.1 FM, in our staff and in our work.  We are fully focused on equality of opportunity and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all other fascinating characteristics that make us different.
 
At Chicago Public Media we believe dedication to a great workplace includes supporting our employees and their families. As a result, we provide a broad and generous benefits package for you at hire and in the years to come.  Our benefits include:
  • 6 weeks fully paid family leave
  • 12 weeks paid maternity leave
  • High quality Medical, Dental, and Vision plans at an affordable cost
  • A  403(b)retirement plan with a company match
  • Generous paid time off, including starting with 3 weeks’ vacation and 4 personal days
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