Customer Support Specialist

2 weeks ago

Kansas City, United States City Lifestyle Full time

City Lifestyle is a luxury publishing company headquartered in downtown Kansas City, MO that publishes monthly magazines in a franchise model created exclusively for and about the residents of affluent communities across the country. We’re looking for a Customer Support Specialist to join the National Support team. The right candidate must have a servant's heart and a deep-seated desire to help others succeed. Communication skills are vital to this role and should be clear, and thoroughly explanatory while remaining positive, empathetic, and professional. A successful Customer Support Specialist can grasp a 30,000-foot view of our company’s operations so they can resolve customer service tickets with the appropriate authority’s sign-off. They should enjoy working in a high-speed environment with strong problem-solving skills. They also need to have the mental fortitude to approach conflict head-on and in a constructive way without internalizing negativity.


Primary Responsibilities

  • Resolve tickets based on deadline and urgency.
  • Follow up on transferred tickets so as to provide thorough service and routine updates to the original sender of the email.
  • Follow up on pending approvals in a timely way to ensure Production processes are not affected
  • Forward tickets to publishers from their community members.
  • Assist anyone in the community reaching out to have the address removed from a publication
  • Investigate ARC or CityLifestyle.com complaints/reports before sendinging them on the Development team. Aim to have a grasp as to the issue and what logic might be causing the problem before using Dev’s resources.
  • Assist Publishers with immediate problem solving while also educating them on our systems and processes.
  • Customer account revisions including, but not limited to
  • Removing insertions and adding one to the end of the contract if the pub requests a pause for a certain month
  • Payment changes such as payment processing, refunds, updating the card on file, processing payments as AHC
  • Contract changes if the pub reaches out wanting to change from 1/2 page to full page. If they reduce size and it's for more than one issue I typically send it to Ryan for approval
  • Ad placements for a pub on a client's contract
  • Maintaining and update the contract cancellation sheet
  • Provide tracking for mag's and or work with Melanie to see if there was an error with a print
  • Handle content policy communications in accordance with company communication guidelines (to be provided)
  • Recognize recurring issues in tickets, investigate the potential problems and innovate long term solutions

This individual should possess the following skills/traits:

  • The desire to work in a fast paced environment.
  • Ability to adapt to growth within our rapidly expanding company. Self-induced initiative is greatly desired.
  • Strong organizational and time-management skills.

Job Requirements:

  • No formal training is required, but a degree in communication or something related is a plus
  • No working experience is required
  • Residency in Kansas City metropolitan area
  • Full time, onsite
  • Overtime exempt
  • Driving to onsite cultural activities as requested
  • Sitting or standing as preferred for long periods of time in front of a computer
  • No travel required

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