Experience:
Not specified
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Employment Type:
Full time
Posted:
3/31/2018
Job Category:
Customer Service
Customer Service Representative
(This job is no longer available)
Th Gazette | Colorado Springs, CO
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Job Description

Job Summary:

 

This position is responsible for ensuring exceptional customer service is delivered to current and prospective subscribers by performing the tasks and duties as assigned by the Retention Strategies and Customer Service Manager. The Specialist is responsible for the completing the tactical activities associated with each retention campaign. Position is also responsible for providing outstanding customer service to our non-subscribers and guests who enter the lobby or call our main switchboard. 

This position demands a high level of efficiency and productivity ensuring excellent customer service to our current and prospective subscribers. 

 

Essential Job Duties and Responsibilities:

 

  • Performance must always be aligned with the primary job responsibility of customer satisfaction for both internal and external customers.  Customers are defined as anyone who does or may come in contact with our department, our products or services.
  • Perform daily activities associated with retention campaign elements covering email, targeted direct mail, secure circulation website and external provider hosted electronic call center.
  • Select campaign data acquisition, campaign load, execution and results collection.
  • Processing responses from email, direct mail, website and hosted electronic call center retention activity
  • Compile, review, prepare and submit retention campaign results to RS&CS Manager.
  • Responsible for communicating call center operations data to all designated responsible parties.
  • Research, resolve and report all escalated subscriber issues to RC&CS Manager. 
  • Assist customers, guests and clients both in person in our lobby and by phone through our switchboard.
  • Provide assistance for both walk in customers and guests assisting them with customer service issues, directing them to our Obits/Legal advertising team or other assistance as needed.
  • Answer calls from the general public that have not been routed through our comprehensive phone tree.

 

Hours worked may vary greatly due to special projects, weather, personnel shortages and press runs.  Must be willing to adapt to changing schedules. Must be willing to work weekends and occasional holidays.

 

Timely attendance during a regular and predictable schedule is required.  Certain critical times of the work day exist during which duties of this position must be performed.

 

Other Duties:

 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

Minimum Education & Work Experience Requirements:

Education: Minimum of high school diploma or equivalent

      Experience: 3-5 years of Customer Service experience and 1-2 years of data entry experience.  Previous newspaper knowledge preferred.

Knowledge, Skills and Abilities Required:

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions. 

  • Proficient in Microsoft Excel and Word.
  • Type a minimum of 40 words per minute including data entry.
  • Must be able to proficiently read, write and speak English.
  • Ability to perform up to 8 hours of computer work a day.
  • Excellent customer service skills.
  • Ability to use proper judgment in the resolution of subscriber account issues.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must frequently lift and/or move up to 20 pounds and occasionally lift and/or move up to 25 pounds.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; use hands and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderately noisy.

Benefits

The Gazette offers an excellent benefit package to include: health, dental, vision, life and disability insurance; a 401k plan, and paid vacation, sick and personal time.

The Gazette is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.  Any applicant with a qualifying physical or mental disability who believes s/he requires a reasonable accommodation for any part of the application process should contact us at 719-636-0311 for assistance. We apologize that we are not able to contact all applicants. Only those qualified applicants being considered for interview will be contacted.


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