- 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)
-
Legal Support Analyst, Entry-level W/public
2 weeks ago
Attorney General, Office of the New York, United States**Minimum Qualifications** · **Duties Description** · The Office of the New York State Attorney General's (OAG) Public Integrity Bureau (PIB) is seeking talented applicants who are committed to public service for a full-time, entry-level Legal Support Analyst (LSA) position in th ...
-
CITY OF NEW YORK INC Brooklyn, United StatesCompany Description · Job Description · The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity t ...
-
Public Safety Senior Network Support Engineer
2 weeks ago
City of New York New York, United StatesJob Description · The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building dig ...
-
City of New York New York, United StatesJob Description · The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building di ...
-
Mobile Operations Crew
3 days ago
North Brooklyn Parks Alliance Brooklyn, United States**OVERVIEW** · North Brooklyn Parks Alliance (NBKParks)—the non-profit conservancy for parks and open spaces in Greenpoint & Williamsburg—is currently seeking motivated and energetic individuals to join a dedicated team working together to ensure that Under the K Bridge Park (UTK ...
-
Peer Specialist Supportive Housing
2 weeks ago
Brooklyn Community Services Brooklyn, United StatesPosition: Peer Specialist - Program/Department: Sea Rise I - Supported Housing · Reports to: Life Skills Specialist · Work Location Coney Island, Brooklyn, NY · Hours: Full Time/35 hours per week includes weekends and late afternoon hours · Rate: $35,000 - $35,000/year · **Respon ...
-
Director of Communications and Marketing
1 week ago
Project for Public Spaces Brooklyn, United StatesProject for Public Spaces is seeking a Director of Communications & Marketing to join its team. The nonprofit organization has a $3 million annual budget with revenue generated from corporate sponsors, fee-for-service project work, events, publications, and philanthropic support. ...
-
Information Representative
2 weeks ago
NYC Careers Brooklyn, United States**Information Representative**: · - Apply**Information Representative**: · - Agency: ADMIN TRIALS AND HEARINGS · - Posted on: 04/12/2024- Job type: Full-time · Location · BROOKLYN · - Title Classification: Exam may be required · Department · Hearing Division BK · - Salary range: ...
-
Information Representative
3 days ago
NYC Careers Brooklyn, United States**Information Representative**: · - Apply**Information Representative**: · - Agency: ADMIN TRIALS AND HEARINGS · - Posted on: 04/23/2024- Job type: Full-time · Location · BROOKLYN · - Title Classification: Exam may be required · Department · Clerk's Office BK · - Salary range: $4 ...
-
IT Master Scheduler
1 week ago
Corporate Hiring Solutions Inc Brooklyn, United States**Corporate Hiring Solutions** is currently seeking a dynamic and experienced individual to fulfil the role of NG911 IT Master Scheduler. This position offers the opportunity to play a pivotal role in organizing and implementing scheduling management systems for identified projec ...
-
Technical Project Manager
4 days ago
Cloud and Things Inc Brooklyn, United StatesOur goal is to solve problems and deliver results for our clients. At Cloud and Things, you can be a part of the transformation of the public sector's IT environment. Our team is on the forefront of helping to solve the government's most complex IT challenges. If you are seeking ...
-
Energy Analyst
3 days ago
NYC Careers Brooklyn, United States**ENERGY ANALYST**: · - Apply**ENERGY ANALYST**: · - Agency: DEPT. OF HOMELESS SERVICES · - Posted on: 04/23/2024- Job type: Full-time · Location · BROOKLYN · - Title Classification: Exam may be required · Department · Facilities, Maint and Repair · - Salary range: $77, $114, APP ...
-
NYC Careers Brooklyn, United States**DEPUTY DIRECTOR, RESIDENT ECONOMIC EMPOWERMENT & SUSTAINABILITY**: · - Apply**DEPUTY DIRECTOR, RESIDENT ECONOMIC EMPOWERMENT & SUSTAINABILITY**: · - Agency: NYC HOUSING AUTHORITY · - Posted on: 04/19/2024- Job type: Full-time · Location · BROOKLYN · - Title Classification: Exam ...
-
Park Naturalist
1 week ago
Prospect Park Alliance, Inc Brooklyn, United States: · **JOB OVERVIEW** · The Park Naturalist is responsible for leading indoor and outdoor inquiry-based nature programs at the Prospect Park Audubon Center and Pop-Up Audubon sites. · **ESSENTIAL JOB FUNCTIONS / KEY JOB OUTCOMES** · - Conduct programs at the Center, including lead ...
-
Eeo Analyst
1 week ago
NYC Careers Brooklyn, United States**EEO ANALYST**: · - Apply**EEO ANALYST**: · - Agency: FIRE DEPARTMENT · - Posted on: 04/17/2024- Job type: Full-time · Location · BROOKLYN · - Title Classification: Exam may be required · Department · EEO · - Salary range: $58, $80,034.00The Fire Department of the City of New Yo ...
-
Analyst #7038
1 week ago
Metropolitan Transportation Authority Brooklyn, United States**Description** · Title: Transit Management Analyst Series · First Date of Posting: May 10, 2024 · Last Date of Filing: June 21, 2024 · Authority: NYCT · Department: Subways · Division/Unit: Operations Support · Reports to: Manager, Performance Analysis · Work Location: 2 Broadwa ...
-
Case Manager
2 weeks ago
Brooklyn Community Services Brooklyn, United StatesPosition: Case Manager · Program/Department: Supported Housing · Reports to: Case Manager · Work Location: Coney Island, Brooklyn, NY · Hours: Full-time · Rate: $45,000 - $45,000 · The Sea Rise Supportive Housing Program is a development of 199 units with 72 of them set-aside for ...
-
IT Project Manager
1 week ago
NYC Careers Brooklyn, United States**IT PROJECT MANAGER**: · - Apply**IT PROJECT MANAGER**: · - Agency: OFFICE OF EMERGENCY MANAGEMENT · - Posted on: 04/16/2024- Job type: Full-time · Location · BROOKLYN · - Title Classification: No exam required · Department · Office of the Chief Operating · - Salary range: $84, ...
-
Accounts Payable Specialist
1 week ago
NYC Careers Brooklyn, United States**ACCOUNTS PAYABLE SPECIALIST**: · - Apply**ACCOUNTS PAYABLE SPECIALIST**: · - Agency: OFFICE OF EMERGENCY MANAGEMENT · - Posted on: 04/16/2024- Job type: Full-time · Location · BROOKLYN · - Title Classification: No exam required · Department · Office of the Chief Financial · - S ...
-
Parks, Recreation & Historic Preservation, Office of Brooklyn, United States**Minimum Qualifications** · There are no minimum qualifications for this title per Civil Service. · **Duties Description** · Under the supervision of the Environmental Educator 1 and Deputy Park Director, the incumbent will: · - Help prepare, teach, and evaluate public and priva ...
Specialist, Public Support - BROOKLYN, United States - StoryCorps
Description
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
ABOUT YOU
Required:
Preferred:
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.
Powered by JazzHR
