KPBS Lobby Receptionist

SDSU Research Foundation•San Diego, CA

4d•$20 - $28•Onsite

About The Position

KPBS serves the greater San Diego community with informative, cultural, entertaining and educational television, radio, and digital programming. KPBS TV/FM is the public television and radio station for San Diego. Licensed to San Diego State University, KPBS supports and furthers the university’s educational and community service mission by informing, enlightening and empowering its audience. It does so not only by presenting national and locally produced programming of value to its San Diego audience, but also by producing programming about San Diego and its people for distribution nationwide. The membership area of KPBS functions to develop and implement strategies and tactics that bring core revenue to the station and to cultivate and build relationships with members and potential donors. The area includes the membership functions of database marketing and data quality, membership operations, digital fundraising, member engagement/cultivation, direct and e-marketing, audience services, on-air fundraising and the vehicle donation program. In response to shifting markets and the ways members consume their media, KPBS is pivoting to optimize both its operational and revenue-generating areas. In FY2025, the Membership Department developed five (5) subdivisions: Membership Analytics, Membership Acquisition (including On Air Fundraising), Membership Operations, Membership Engagement, and Audience Services. Each subdivision has established key performance indicators connected to the department’s strategic growth goals. Under the direct supervision, and general direction of the Audience & Member Services Supervisor, the Lobby Receptionist is a highly visible role that serves as the first point of contact for all guests visiting KPBS offices or phoning in through the general phone lines or via the general email accounts. The position requires poise, tact, and diplomacy while greeting guests or responding to phone or email inquiries. Responsibilities include greeting and checking in visitors, providing parking passes, answering multiple-line phones and routing calls to appropriate departments, signing for deliveries, performing administrative tasks, and planning, organizing, and leading station tours for KPBS members. Attention to detail while answering phones, responding to inquiries from a diverse population and for composing accurate messages is essential. This position works alongside the Audience & Membership Services Supervisor to ensure the lobby area is staffed during established office hours (8:30 a.m. to 5 p.m., Monday through Friday) by coordinating the schedules of the part-time assistant and/or assisting with creating back-up support schedules. The Lobby Receptionist contributes to the security of KPBS employees and facilities by allowing only escorted visitors into the secured office space. This position will assist Audience Services and Membership as directed by the Audience and Member Services Supervisor, and will also be responsible for performing additional duties assigned by the following: members of Management Council, Director of Membership, Senior Director of Development, Conference Manager and the Executive Assistant.

Requirements

Demonstrated knowledge of public broadcasting, public radio and public television programming as well as the operations of non-profit organizations.
Ability to take initiative consistent with the standards by which the department operates, make suggestions for improvements and help to aggregate data that can inform those improvements.
Ability to understand standard office procedures; to operate standard office equipment; to learn office technology systems; and to perform basic mathematical calculations
Ability to communicate with the public in a warm, friendly & knowledgeable manner; display professionalism.
Demonstrated written and oral communication skills, with a sound foundation in formal writing including English grammar, spelling, and punctuation.
Ability to use a variety of internet browsers, databases and research tools is essential.
Demonstrated proficiency in data entry in both accuracy and efficiency.
Demonstrated ability to plan, organize, coordinate, and perform work in various situations that requires the ability to adapt where numerous and diverse demands are involved.
Demonstrated ability to keep materials organized, updated and filed for quick and easy access.
Detail oriented with the ability to work on multiple tasks.
Demonstrated ability to maintain attention to small and large details.
Ability to work independently and as a team member participating in member cultivation efforts, station events and fundraising campaigns.
Ability to display excellent interpersonal communication skills; establish and maintain cooperative and cordial working relations with a wide range of internal and public contacts.
Demonstrated competence in understanding, interpreting, and communicating procedures, policies, information, ideas and instructions.
Demonstrated ability to navigate unique and nuanced situations with sound judgment and effective problem-solving skills.
Ability to utilize and be guided by the KPBS mission statement.
High school diploma or equivalent.
4-years of progressively responsible experience in an office or administrative environment.

Nice To Haves

Prefer some college, professional certification or a range of administrative support experiences.
Proven receptionist experience or customer service experience, with an emphasis on phone work, including contacts with the public in a fast-paced environment, and training and familiarity with the latest customer service techniques and philosophies.
Advanced level computer knowledge of software programs such as Microsoft Office Suite of products (Word and Excel).
Computer literacy and proficiency in PC platforms and iPad.
Experience in the public broadcasting industry.
Experience with providing training to team members, and resolving escalated customer service issues is strongly preferred.
Ability to communicate in Spanish is a plus.

Responsibilities

Provide a physical presence in the KPBS lobby; ensuring visitors/guests are greeted professionally, checked-in, and put in touch with the appropriate KPBS staff.
Answer the main lobby phone lines; route callers to the appropriate staff, department or area for further assistance.
Answer the public-facing lobby email account; forward emails to the appropriate staff, department or area as necessary.
Answer questions about all reception area responsibilities to internal and external clients.
Provide permits to guests of the station either in person or electronically.
Maintain the associated logs and Google calendars to manage the stations’ parking needs.
Submit the necessary forms to Finance & Accounting on an annual basis for Parking Permits.
Nurture and maintain an excellent working relationship with SDSU Parking Service, Director Parking Services and their staff.
Provide station-wide communications as directed via slack or communication systems.
Provide parking guidance and support to KPBS staff for events and meetings.
Work directly and in coordination with KPBS’ news department (considered a key internal client) to ensure interview guests meet their scheduled deadline.
Sign for deliveries and ensure that the mail department is aware when packages have arrived and are ready for pick up and distribution.
Escalate information about any potential or actual security or emergency concerns to the appropriate staff or campus resources.
Ensure that visitors receive a badge and are registered in our tracking software, ensuring an accurate daily visitor record in the electronic badging system and making sure the system is functioning properly.
Update the Zoom phone voicemail during holiday closures as needed.
Complete daily walkthroughs, consisting of 15 minutes at opening and 15 minutes at closing, ensuring the building is ready for tour.
Report any issues to the engineering or appropriate department.
Facilitate the member tour program and coordinate with other staff as necessary to ensure tour success.
Provide tours as needed.
Update and maintain the front lobby resource manual, KPBS all-staff directory, and electronic staff directory.
Train the Lobby Assistant and other individuals who serve as the backup for the Lobby Receptionist.
Serve as the first point of contact for the Lobby Assistant when they have questions.
Respond to calls, mail, voice mail, e-mail, and member communications.
These contacts involve responding to questions, providing information, listening to and responding to comments, complaints, and suggestions; provide service for a variety of different topics for the public and reference announcements/ updates as necessary.
Ensure that appropriate corrective measures are taken in response to members’ questions or concerns about their membership, gifts, and other related issues.
Provide members with a copy of their official tax receipt for the previous calendar year upon request – ensuring deduction is calculated and documented accurately.
Provide routine technical assistance for activation and use of Passport and on-demand streaming library
Sort and log incoming checks.
Distribute checks to shipping & receiving and membership as needed.
Complete assignments as directed which may include merging duplicate member and email accounts in the membership database, or other data cleanup projects, as needed.
Work to enhance the relationship internally and externally with KPBS by making suggestions that can lead to increased participation in viewing/listening, event attendance, and/or membership support.
Ad hoc duties assigned by the following: members of Management Council, Director of Membership, Senior Director of Development, Conference Manager and the Executive Assistant.
Other duties as assigned.
Escalate difficult questions to the Audience and Member Services Supervisor as needed.
Perform other duties as assigned.

Benefits

Working on a college campus & in public media: Access to campus facilities and staff perks, weekly farmer's market, tons of eateries, community events, entertainment, etc.
10 vacation days, 1 personal day & 13 holidays off (4+ days off over winter break)
Enjoy a 'beautiful day in the neighborhood' with local employee discounts
Opportunity drawings to attend events
Discounts on local attractions (theme parks, entertainment, restaurants, memberships)
Free wellness classes & programs
Staff pop-up events
Full benefits packages that are unmatched (medical, dental, vision, life)
Sick leave accruals and paid leave options
On-site childcare at a discounted rate (based on availability)
Opportunities for continued learning and professional development
Flexible spending account(s) (FSA)
Employee assistance program (EAP)
Matching and voluntary retirement savings plan