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Customer Care Specialist

Cedar Rapids, IA

Job Information:

Handles customer service inquiries via the telephone. May respond to email inquiries. Customer service is the primary function, but may include minimal selling or promotion of products or services. Calls are basic and routine. Uses computerized system for tracking, information gathering, and/or troubleshooting. Requires limited knowledge of the organization, products, and/or services. May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff. Requires ability to navigate a computerized data entry system or other relevant applications.

JOB RESPONSIBILITIES: 
  • Provides top quality customer service on the phone and through email
  • Provides clerical support to circulation, distribution, and advertising. 
  • Handles customers’ questions and concerns regarding billing and service for print and online products
  • Processes requests for starts, stops, and changes in subscriptions
  • Meets monthly goals as set by department for NIE donations, Easy Pay, customer churn, customer acquisitions and call center metrics
  • Assist carriers with questions and route concerns
  • Participate in customer loyalty initiatives and projects
  • Assist team members with training or inquiries as needed
  • Informs carriers of delivery, service, and customer concerns
  • Sets up new newspaper subscriptions and online accounts
  • Educate on products
  • Perform troubleshooting for digital products
  • Make outbound calls for complaints, declines, verification and retention of Gazette subscribers
  • Assist Marketing with a variety of customer service based projects
  • Assist walk-in and call-in customers with placing Classified ads, Obits, and Milestones or general questions. 
  • Balance and maintain cash drawer
  • Process payments and customer inquiries via incoming mail
  • Perform additional duties as assigned/needed

EDUCATION/EXPERIENCE/QUALIFICATIONS:
  • High School graduate or equivalent
  • Minimum of 3 year call center/customer service experience required
  • Ability to work independently with minimal supervision and manage own workload
  • Professional telephone etiquette and excellent verbal and written communication skills
  • Persuasion/sales skills required
  • Ability to develop a rapport with customers
  • Have patience and attention to customer satisfaction
  • Attention to detail and accuracy
  • Confident and enthusiastic
  • Able to work in a fast paced call center
  • Proficient in relevant computer applications and call center systems

EOE. Pre-employment drug screen required.

Posted 08/02/18

Job ID: 65195