Position Summary
The Customer Service Representative will establish a positive rapport with our Newsday Home Delivery Subscribers and Single Copy Dealers. This role is the initial point of contact for Newsday and is responsible for answering a high volume of incoming calls in a fast paced environment from Home Delivery Customers and Single Copy Dealers. Responsibilities also include: directory assistance to ensure transfers to appropriate party; nurture and maintain strong customer relationships by providing world-class service and one call resolution in a driven environment.
Essential Duties & Functions
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Answers a high volume of incoming calls from Home Delivery Subscribers and Single Copy Dealers.
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Attempts to resell subscription to customers wishing to cancel by proving value through the features and benefits of a Newsday subscription.
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Maintains complaints by providing timely resolutions to Home Delivery Subscribers and Single Copy Sales Dealers.
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Facilitates, communicates and coordinates with Circulation Managers and Director of Circulation.
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Provides accurate, courteous and timely responses, coordinating redelivery efforts to ensure accurate and timely recoveries, billing issues, new subscriptions, address changes and temporary stops, emails, faxes and subscriber retention.
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Escalates high priority complaints to Circulation Managers, Team Leads or Supervisors ensuring immediate and sustained resolution.
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Process cancellations, temporary stops, address changes, billing inquiries regarding credits and adjustments.
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Coordinates recoveries for newspaper and other product shortages daily.
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Resolves problems with Single Copy Sales Dealers; receives calls from Single Copy Sales Outlets and acts promptly to resolve problems. Enters requests for draw changes, shortages, and permanent stops. Enters vacation/holiday stops to insure delivery of the paper is stopped.
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Process mail subscriptions, back copy orders, emails and voicemails and fax communications.
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Receives phone calls pertaining to direct mail and advertising efforts generating business.
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Perform outbound calling to current, former and potential customers for effectively manipulating customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior.
Essential Job Knowledge & Skills
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Requires a high school diploma or equivalent
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One year or more related experience or training with a focus on high volume customer service, handling customer issues and customer retention, computer skills or-data entry
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30wpm minimum typing requirement
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Spelling and simple mathematical computation
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Some sales experience a plus
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Customer focus and understanding of the customer service process.
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Stress tolerance, professional interpersonal skills, probing skills, effective negotiation techniques and multi-tasking abilities.
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Must demonstrate a high level of proficiency in utilizing email and computer skills including Microsoft Word, Excel, and basic ability to navigate around a complex database systems.
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Demonstrate analytical abilities to understand billing procedures and make adjustments to customer’s accounts.
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Consents to monitoring of business calls by supervisors/managers in order to assist in training, and to ensure customers are receiving prompt, courteous service and accurate information.
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Ability and willingness to work a flexible and varied schedule to include extended hours, weekends and holidays and adheres to daily schedule.
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Ability to handle and diffuse conflict and challenging customer service situations.
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Excellent customer service orientation and develops customer service relationships. Demonstrates urgency and ownership. Shows sincere interest, listen, empathize and respond appropriately.
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Excellent verbal and written Communication skills. Expresses oral and written ideas clearly. Exercises good listening skills and requests clarification if unsure how to proceed.
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Teamwork-Strengthen the customer Support Team by promoting, building and maintaining a strong sense of teamwork throughout the organization as the opportunity arises. Cooperates and maintains positive attitudes as part of a team. Supports team members in furthering departmental goals through open and honest communications promoting team interest over self-interest.
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Decision Making-Incumbent may exercise decision making when determining whether call should be referred to a supervisor when resolving customer concerns.
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Quality Orientation-Displays commitment to quality and excellence.
Physical Requirements
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This position is 100% remote
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Close visual acuity required to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
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Talking - ability to converse and engage in dialogue with others via telephone and in person throughout the entire shift.
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Ability to type 30 wpm
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Requires continuous use of computer navigation and typing.
Compensation
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The hourly base rate for this role is $22/hr.
Newsday Media Group is an equal opportunity employer. Applicants and incumbents are selected, placed, trained, compensated and promoted without regard to actual or perceived sex, race, color, age, national origin, citizenship, marital or domestic partner status, military/veteran status, sexual orientation or preference, gender identity or expression, religion or religious creed, ancestry, physical or mental disability or handicap, status as a victim of domestic violence, or any other characteristic protected by law. In addition, Newsday Media Group provides a reasonable accommodation for applicants/incumbents with disabilities. Please advise Human Resources if you require a reasonable accommodation.
