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Client Relations Specialist

2 months ago

Melville, New York, United States Newsday Full time
Position Overview


The Inbound Client Relations Specialist plays a crucial role in our bustling Call Center, serving as the primary point of contact between Newsday and its clientele, including current, former, and prospective customers.

The ideal candidate will take ownership of effectively addressing customer concerns, complaints, and inquiries, ensuring that customer satisfaction remains at the forefront of every interaction.

Key Responsibilities

  • Enhance Customer Loyalty: Gain a comprehensive understanding of company programs, services, and offerings to improve customer retention.
  • Resolve Client Issues: Utilize effective problem-solving skills to address and retain customers facing challenges.
  • Manage Outbound Communications: Conduct a high volume of outgoing calls aimed at subscriber retention and win-back initiatives.
  • Resell Subscriptions: Employ customer service techniques to attempt reselling subscriptions to clients wishing to cancel, while meeting retention goals.
  • Escalate Critical Complaints: Forward high-priority issues to Division Managers, Team Leads, or Supervisors to ensure prompt and sustained resolution.
  • Database Management: Maintain the call center database by accurately entering customer information.
  • Fulfill Customer Requests: Clarify desired information and complete transactions efficiently.
Essential Qualifications

  • A high school diploma or equivalent is required.
  • Minimum of one year of experience in a Call Center environment, or extensive training focused on high-volume customer service and retention.
  • Prior experience in sales and negotiation is advantageous.
  • Proficient in PC applications, including Microsoft Word, Excel, and email, with a basic ability to navigate complex database systems.
  • Strong listening skills, conflict resolution capabilities, and the ability to overcome objections.
  • Excellent verbal and written communication skills, capable of providing detailed updates and recommendations independently.
  • Typing speed of at least 30 words per minute.
  • Basic mathematical skills and spelling proficiency.
  • Demonstrated customer service orientation and understanding of the customer service process.
  • Ability to manage and de-escalate challenging customer service situations.
  • High stress tolerance, professional interpersonal skills, and effective multi-tasking abilities.
  • Analytical skills to comprehend billing procedures and make necessary adjustments to customer accounts.
  • Willingness to consent to monitoring of business calls for training purposes and to ensure quality service.
  • Flexibility to work varied schedules, including extended hours, weekends, and holidays, while adhering to daily schedules.
Compensation

The hourly base rate for this position is $22.00.

Physical Requirements

This role is primarily remote, with the expectation to report on-site as needed.

Newsday is committed to equal opportunity employment.

All applicants and employees are selected, placed, trained, compensated, and promoted without regard to any characteristic protected by law. Additionally, Newsday Media Group provides reasonable accommodations for applicants and employees with disabilities. Please inform Human Resources if you require such accommodations.