[Hiring] Customer Service Representative @Advance Local

Role Description

The Customer Service Representative provides support for day-to-day customer service delivering first-touch resolution for all customer contacts by utilizing a variety of tools. This position stays current with offered products and works to meet customer needs with first-call resolution.

This is a Full-time remote position. Pay for this position is $18/hour.

Qualifications

• High school diploma or equivalent
• Minimum one-year Call Center experience in a high-volume environment, preferably with a media company
• Self-motivated able to work independently as part of a remote team
• Ability to meet established deadlines
• Strong verbal skills required, along with strong written skills
• Customer service skills with the ability to quickly identify issues and provide resolution
• Ability to work with confidential information
• Knowledge of industry regulatory and compliance
• Proficient with Microsoft Office computer applications, specifically Excel

Requirements

• Accurately and efficiently completes data and order entry.
• Utilizes an in-house ticketing system to handle escalated customer service needs with first-call resolution and communicate issues to home-delivery for resolution and follow up.
• Completes data entry of delivery time route alerts.
• Monitors IVR content and application to support maximizing customer self-service transactions.
• Proactively identifies customer-based process improvements to improve efficiency and service and assists in implementation.
• Becomes familiar and stays current with markets' products, including print publications, eNewspaper, digital products, newsletters, etc., to aid in customer communication and service issue resolution.
• Gathers accurate data to maintain Customer Care statistical reporting.
• Monitors and calibrates customer service calls for quality control by listening to recorded calls taken at the call centers, for continuous improvement.
• Develops an understanding of independent contractor issues and terminology to efficiently resolve issues.