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Customer Service Rep
3 months ago
Are you a skilled communicator with a passion for helping others? Do you thrive in dynamic, customer-focused environments? We are excited to present an opportunity for a dedicated Customer Service Representative to join our team. As a cornerstone of our organization, you will play a pivotal role in ensuring exceptional customer experiences, resolving inquiries, and fostering positive relationships. If you possess excellent interpersonal skills, a problem-solving mindset, and an unwavering commitment to customer satisfaction, we invite you to explore this role and contribute to our mission of delivering unparalleled service. Join us as at Prescott Newspapers today
Position Summary:
Performs customer service to insure continued satisfaction and increase subscription sales via office and phone communication.
Essential Functions:
1. Has contact with customers over the phone and in office in a courteous and professional manner, displaying composure and diplomacy.
2. Maintains high quality of customer satisfaction.
3. Takes and records payments from customers and balances daily.
4. Inputs circulation billing and customer information (i.e. start, stops, etc.) into circulation operating system, also inputs subscriber information and records payment of mail subscriptions into system.
5. Performs retention objective on telephone and over the counter interaction with potential and current customers.
6. Sends complimentary copies and/or rate sheets. Computes costs of subscriptions.
7. Performs weekly processing of daily reports needed for newspaper delivery.
8. Processes, prepares, and mails subscriber renewal notices, and promotional mailings for timely receipt.
9. Starts 12 week samples on a weekly basis to be delivered by independent contractors
10. Sends advance letters to each new 12 week sample to inform them of their upcoming newspaper delivery.
11. Ability to deal with pressure of delivery and billing deadlines.
12. Prepares periodicals postal report for the newspaper.
13. Exceeds customer’s expectations in a courteous and professional manner. A customer is anyone who contributes directly or indirectly to the revenues of the organization.
14. Basic knowledge of office equipment including computers, email, fax machines, scanners and copiers. Types 50 words per minute accurately
15. Provides technical support for digital/online subscribers
16. Communicates digital issues with circulation management and web development team.
17. Contacts expiring subscribers before they stop and secure payment to save account.
18. Follows up with new subscribers to verify start/service, solicit payment and upsell to EZ-Pay.
19. Contacts scheduled to stop and recent stopped subscribers to save accounts.
20. Contacts Welcome Wagon and WNI event starts to continue subscriptions.
21. Contact EZ-Pay accounts to up-sell longer subscription lengths.
22. Call vacation stops that have not restarted.
23. Miscellaneous duties and Special Projects as assigned.
Requirements: