Customer Service Representative

SUMMARY: The basic function of this position is to ensure customer satisfaction by courteously assisting customers and pro-actively solving problems related to the distribution of, or billing for, subscriptions.

The employee is also responsible to follow-up with customers to see that timely and appropriate corrective action has been taken.

REQUIREMENTS:

* High school diploma or GED.

* Minimum one year of customer Service or related experience.

* Skill to answer calls professionally with good grammar.

* Basic computer skills, multi-line phone skills, skill to use scanner/copier and calculator.

JOB DUTIES:

‘ Check and monitor voicemail and email throughout the day.

‘ Actively listen and respond to customer questions/problems related to unsatisfactory

delivery service, missing or late newspapers, damaged newspapers, starts, stops, vacation

packs, transfers, and other related issues.

Assign appropriate code(s) and enter information

received in subscriber’s account to ensure accurate reports will be generated

‘ Answering all routine questions

‘ Process the entry of starts and stops generated through all sales efforts

‘ Handle questions about account starts and stops, reviewing account and entering codes to

produce accurate reports and billing

‘ Research and correct billing issues reported by customers (e.g., never received bill, received wrong bill, payment not yet recorded, etc.)

‘ Participate in calling former subscribers to reacquire their business

‘ Collect grace amounts from former subscribers

‘ Monitor Chatterbox transactions

‘ Alert service driver or DM to shortages.

‘ Dispatch all customer complaints to carriers, service drivers, or DM’s

‘ Generate and distribute assigned reports to include route lists, short reports, dispatch

reports, and perform day end functions and reports

‘ Process new stops and starts submitted by carriers

‘ Respond to incoming calls from carriers who are short newspapers, access accounts and

assign appropriate codes to ensure accurate carrier draws

‘ Provide district manager with customer feedback on carrier routes

‘ Conduct relations between the business and the contractor according to established

protocol for a contracted relationship

* Other duties as assigned

HOURS: Full time position.

40 hours per week, including some weekends and holidays.

PAY: $15 an hour plus benefits: Medical, Vision, Dental, FSA, HSA, HRA, Basic Life, Voluntary Life, Voluntary AD& D, Short and Long Term Disability insurance and 401k.

Benefits start the 1st of the month after 30 days of employment!

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