Customer Service Representative

Strengthening and empowering all of the communities we serve. The Customer Service Representative provides support for day-to-day customer service delivering first-touch resolution for all customer contacts by utilizing a variety of tools. This position stays current with offered products and works to meet customer needs with first-call resolution. This is a Full-time remote position. Pay for this position is $18/hour. REQUIRED EDUCATION, EXPERIENCE AND SKILLS: * High school diploma or equivalent * Minimum one-year Call Center experience in a high-volume environment, preferably with a media company * Self-motivated able to work independently as part of a remote team * Ability to meet established deadlines * Strong verbal skills required, along with strong written skills * Customer service skills with the ability to quickly identify issues and provide resolution * Ability to work with confidential information * Knowledge of industry regulatory and compliance * Proficient with Microsoft Office computer applications, specifically Excel DUTIES AND RESPONSIBILITIES: * Accurately and efficiently completes data and order entry. * Utilizes an in-house ticketing system to handle escalated customer service needs with first-call resolution and communicate issues to home-delivery for resolution and follow up. * Completes data entry of delivery time route alerts. * Monitors IVR content and application to support maximizing customer self-service transactions. * Proactively identifies customer-based process improvements to improve efficiency and service and assists in implementation. * Becomes familiar and stays current with markets' products, including print publications, eNewspaper, digital products, newsletters, etc., to aid in customer communication and service issue resolution. * Gathers accurate data to maintain Customer Care statistical reporting. * Monitors and calibrates customer service calls for quality control by listening to recorded calls taken at the call centers, for continuous improvement. * Develops an understanding of independent contractor issues and terminology to efficiently resolve issues.