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Customer Support Specialist
2 months ago
The Boston Globe is in search of a dedicated professional to become a vital member of our innovative Customer Success Team. In this role, you will be instrumental in ensuring a premier experience for our valued customers. We invite individuals who are quick thinkers, effective communicators, and eager learners to join our dynamic team.
The ideal candidate will demonstrate a commitment to exceptional service and possess a strong work ethic.
Working Hours: This team operates Monday through Friday from 8 am to 5 pm, and on weekends from 8 am to 3 pm.
Available Shifts: Full-time positions are available from 8:30 am to 5:00 pm, with part-time options also offered within these hours.
Key Responsibilities:
- Engage with customers through telephone and email communications.
- Maintain comprehensive knowledge of our offerings.
- Assist in retaining customers experiencing delivery challenges or transitioning from promotional rates.
- Collaborate with internal teams to address and resolve customer inquiries.
- Provide accurate and timely information to customers.
- Utilize internal systems for documenting customer interactions and feedback.
- Participate actively in ongoing training and development.
- Contribute to continuous process enhancements.
Qualifications:
- Prior experience in customer service.
- Familiarity with various support channels, particularly telephone communication.
- A warm, positive, and helpful attitude towards customers.
- Strong listening skills to efficiently resolve issues on first contact or through follow-up.
- Ability to multitask effectively in a fast-paced environment.
- Proficient computer skills, including web, email, data entry, and Google Drive applications.
- Above-average written communication skills, especially for email correspondence.
Education:
- High school diploma required.
- Associate's Degree or relevant college coursework is advantageous.
Vaccination Policy: All employees must provide proof of vaccination status or submit weekly COVID test results if not vaccinated for approved medical or religious reasons.
Equal Employment Opportunity: The Boston Globe is an equal opportunity employer, committed to diversity and inclusion in the workplace.
