Specialist, Public Support & Solutions
StoryCorps
- Brooklyn, NY
- $53,000 per year
- Permanent
- Full-time
- 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.
- 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
- Proficiency on a Mac platform
- Experience in using Looker, databases, and CRM software
- Familiarity with Wordpress CMS
- Fluency in Spanish (written, verbal, and translation)