Audience and Member Servies Associate

March 6, 2023
3000 Harry Hines Blvd, Dallas, Texas
Job Type




KERA, the public broadcasting organization for North Texas, is hiring a motivated Audience and Member Services Associate to be the first point of contact for all membership-related questions and provide the highest standard of customer service to the audiences we reach.  




Serving the country’s fifth-largest media market, KERA reaches more than 2 million people weekly through KERA TV, KERA News, KXT 91.7 FM, WRR 101.1 FM and the websites,, For more than 60 years, North Texans have turned to KERA as a destination for community engagement and lifelong learning. 


As we seek to recognize and reflect the increasing diversity among our audiences, we encourage applicants from diverse backgrounds and with diverse perspectives to consider employment opportunities at KERA. 




This position reports directly to the Audience and Member Services Manager and will focus on answering and directing phone calls and emails, assisting with membership-related issues, resolving complaints, and keeping detailed notes in member/donor records. 


This is a full-time position that will require the ability to work at a computer for extended periods of time, as well as the ability to carry and set up materials weighing 10 pounds and occasionally, up to 25 pounds.  


This position is FLSA classified as non-exempt and is eligible for overtime.  




  • Adhere to organizational business rules and customer service standards. 
  • Research and respond to verbal and written audience issues and requests using multiple databases and resources.  
  • Enter audience interaction notes into CRM database, in real-time.  Track and follow-up on audience inquires. 
  • Manage email communications and website contact form. 
  • Create and distribute weekly reports and analyze data. 
  • Assist with thank-you gifts fulfillment, including researching lost packages, ticket holder Will Call, and occasional packing of items to mail. 
  • Serve as primary contact for Passport (streaming service) member support and data entry. 
  • Generates revenue when possible, during interactions with members. 

As a KERA employee:    

  • Be an active participant in KERA’s work towards equity, diversity, inclusion and belonging     
  • Work in a manner that is consistent with KERA’s mission, vision and values; and maintain compliance with all company policies and procedures     
  • Comply with KERA’s COVID policies.    
  • Perform additional duties as assigned   


This list of job duties is not exhaustive and is subject to regular reviews and updates.           




We believe a strong organization includes employees from a range of backgrounds, with different skills, experiences and passions. If you do not meet every position qualification but have some of these skills and feel you could be the right candidate for the job, we would like to hear from you.  Ideal candidates will demonstrate ability to: 


  • Keep detailed notes in member/donor records in membership database. 
  • Work well with a wide variety of people, while maintaining an upbeat and patient demeanor in the face of distress.  
  • Maintain confidentiality of sensitive information, customer data and private communications. 
  • Communicate information clearly, with sensitivity to the comprehension level of the caller. 
  • Multi-task and change focus quickly while maintaining accuracy and efficiency. 




  • At least two years of experience in a call center or customer service-related position. 
  • Must be both a team player and a self-directed worker. 
  • Cooperative, creative and an accountable problem-solver. 
  • Strong command of Microsoft Excel, Word, and other Microsoft Office software.  




  • CRM/Donor database experience. 
  • Media or broadcasting experience. 
  • Working knowledge of Spanish and/or other languages common in Texas. 




$44,000 - $54,000 annually depending on experience. 




  • Generous vacation (3 weeks), sick (8 days), personal time (2 days) and holidays (11)  
  • Comprehensive health, dental and vision insurance  
  • KERA-paid short and long-term disability, basic life insurance and AD&D insurance  
  • Flexible scheduling and hybrid work environment  
  • 403b plan with KERA-match after 1 year   
  • Culture intentionally focused on diversity, equity, inclusion and belonging  
  • Robust employee assistance program available to the employee and all members of their household  





KERA welcomes a hybrid working environment. We expect this position to be work on-site at our Dallas office 50% of the time.  Schedule is subject to change due to on site needs during fundraising campaigns. 


Complete the application on KERA’s employment page and attach a resume and cover letter.  


KERA is an Equal Opportunity Employer 

KERA believes that diversity is important to our success. We are committed to equal employment opportunity and all qualified applicants will receive consideration for employment without regard to race, color, national origin, sexual orientation, gender identity, gender expression, age, religion, veteran status, disability or any other characteristic protected by law. 

Application Instructions

Please log on to  our KERA employment page and submit application.

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