Position Summary
The Obituaries & Legal Notices Service Representative provides exceptional customer support to individuals placing paid obituaries and legal notices. This role primarily handles inbound phone calls and email inquiries, guiding customers through the ad placement process, providing pricing information, answering questions, and ensuring notices are scheduled accurately for print and online publication. Success in this role requires strong communication skills, attention to detail, empathy, and the ability to thrive in a fast-paced, customer-focused environment.
Essential Responsibilities
- Provide professional, compassionate, and courteous customer service via phone and email.
- Assist customers with placing obituary and legal notice advertisements, explaining available options and pricing.
- Accurately enter customer information and advertisement details into the order entry system (Gemstone).
- Verify ad details and provide proofs to customers for review and approval.
- Coordinate with internal departments to communicate changes and ensure advertisements publish accurately and on schedule.
- Meet established productivity, quality, and service-level expectations while managing multiple customer interactions.
- Explain print and online advertising rates, promotions, and upsell opportunities accurately.
- Minimize order errors by ensuring complete and accurate data entry.
- Assist customers with billing inquiries, credit adjustments, and issue resolution.
- Work collaboratively with team members to provide seamless customer service and meet departmental goals.
- Perform other related duties as assigned.
Required Competencies
- Excellent customer service and call handling skills.
- Strong verbal and written communication abilities.
- Ability to demonstrate empathy and professionalism, particularly when assisting customers during sensitive situations.
- Accurate keyboarding and data entry skills.
- Strong attention to detail and organizational skills.
- Ability to multitask in a fast-paced, deadline-driven call center environment.
- Problem-solving and conflict resolution skills.
- Ability to learn multiple software applications and pricing systems.
- Dependable, responsive, and committed to following tasks through to completion.
- Positive attitude with the ability to work effectively both independently and as part of a team.
Education & Experience
- High school diploma or equivalent required.
- Associate degree or technical training preferred.
- Previous customer service, contact center, call center, or customer support experience preferred.
- Experience handling high-volume inbound calls and email correspondence is a plus.
- Proficiency with Microsoft Office and data entry systems preferred.
Pay: $38,000.00 - $40,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
- Work from home
Work Location: In person
