[Hiring] Customer Care Representative @Atlantic Media

Role Description

The Atlantic is hiring an experienced customer care representative who will be tasked with handling one-on-one customer interactions through email, phone, and chat channels. This role will be accountable for delivering high-quality, prompt, and professional service to every single customer. Additionally, customer care representatives will be tasked with sharing feedback, reporting on any trends, and making suggestions for ways to improve customer experience and support our retention and business goals. This role will report to the Director, Customer Care.

• Ability to expertly handle customer inquiries in all channels: phone, email, and chat
• Friendly bedside manner and a love for connecting and chatting with customers
• Relay customer feedback to the director and department
• Identify and report trends
• Recommend ways to improve and streamline customer communication

Qualifications

• Excellent track record of providing superior customer communication
• Ability to be a brand representative with one-on-one interactions
• Outstanding communication skills
• Ability to maintain a high level of service during active periods
• Represent the customer and their needs internally

Requirements

• Hourly rate: $20.48 (40 hours per week = $42,600 annual)
• Overtime: $30.72 (1.5 hourly rate)
• This role is remote eligible.

Benefits

• Quarterly $1,000 performance-based opportunity ($4,000 annual)
• Based on performance metrics like customer satisfaction scores, success rates, average handle time, cancel saves, upsells
• Delivered in the first month of each quarter, based on the prior quarter’s activity
• First opportunity is first quarter of 2027 prorated based on start date and Q4 2026 activity

Company Description

The Atlantic has, for more than 160 years, advanced ideas that matter and sparked global conversation on the most important issues of our time. We aim to bring clarity and original thinking to questions of consequence, on topics ranging from politics, the economy, and global affairs to technology, science, and culture. As the third-longest-running magazine in America, we find ourselves at a remarkable moment: one of both continuation and transformation, of upholding our legacy while continuously reinventing ourselves for the future.