Strengthening and empowering all of the communities we serve.
The Customer Service Representative provides support for day-to-day customer service delivering first-touch resolution for all customer contacts by utilizing a variety of tools. This position stays current with offered products and works to meet customer needs with first-call resolution. This is a Full-time remote position.
Pay for this position is $18/hour.
REQUIRED EDUCATION, EXPERIENCE AND SKILLS:
* High school diploma or equivalent
* Minimum one-year Call Center experience in a high-volume environment, preferably with a media company
* Self-motivated able to work independently as part of a remote team
* Ability to meet established deadlines
* Strong verbal skills required, along with strong written skills
* Customer service skills with the ability to quickly identify issues and provide resolution
* Ability to work with confidential information
* Knowledge of industry regulatory and compliance
* Proficient with Microsoft Office computer applications, specifically Excel
DUTIES AND RESPONSIBILITIES:
* Accurately and efficiently completes data and order entry.
* Utilizes an in-house ticketing system to handle escalated customer service needs with first-call resolution and communicate issues to home-delivery for resolution and follow up.
* Completes data entry of delivery time route alerts.
* Monitors IVR content and application to support maximizing customer self-service transactions.
* Proactively identifies customer-based process improvements to improve efficiency and service and assists in implementation.
* Becomes familiar and stays current with markets' products, including print publications, eNewspaper, digital products, newsletters, etc., to aid in customer communication and service issue resolution.
* Gathers accurate data to maintain Customer Care statistical reporting.
* Monitors and calibrates customer service calls for quality control by listening to recorded calls taken at the call centers, for continuous improvement.
* Develops an understanding of independent contractor issues and terminology to efficiently resolve issues.