Customer Care Specialist

Consumer Support Representative

The Minnesota Star Tribune is an innovative modern media organization building on an extraordinary 159-year legacy. With seven Pulitzer Prizes and numerous other accolades, we stand as a beacon of journalistic excellence in Minnesota. We are the heart and voice of the North. Our mission is to build a better Minnesota by connecting us with the people, ideas, and stories that strengthen our communities. We're seeking dynamic leaders who are passionate about journalism and democracy to help shape this future.

The Consumer Support Representative at our headquarters in Minneapolis MN is responsible for answering incoming calls and electronic communication regarding subscriptions, entering new customer orders, answering product questions and taking payments, as well as making outbound calls to customers regarding their account or automatic renewal status. Candidates must be available Monday - Friday between 8:00 AM and 7:00 PM, and Saturday - Sunday between 9:00 AM and 6:00 PM.

Responsibilities:

• Handle customer inquiries related to home delivery, digital products, website support, and subscription services with professionalism and efficiency
• Provide timely and effective solutions while maintaining a high level of customer satisfaction
• Redirect customers to appropriate departments or teams as needed
• Make outbound calls to customers regarding account status, billing, and auto-renewal details
• Collaborate with support, marketing, and other internal teams to ensure customer satisfaction and product success
• Meet or exceed individual and team goals for call volume, retention, and service quality
• Adhere to all communication standards, policies, and procedures during every customer interaction
• Demonstrate a commitment to delivering an exceptional customer experience in every task

Qualifications:

• High school diploma or equivalent (GED) required
• Call center or customer service experience preferred
• Experience with Zendesk or other online help ticketing systems a plus
• Excellent verbal and written communication skills, with strong phone etiquette (empathy and active listening)
• Proficient in Microsoft Office; strong multitasking and time management skills
• Friendly, energetic, and compassionate approach when interacting with customers and team members
• Must be currently legally authorized to work in the U.S. without sponsorship for employment visa status (e.g., H1B status, 0-1, TM, CPT, OPT, etc.)

Compensation & Benefits:

The compensation range for this position is $18.00-$19.00/hour. Compensation for the role will depend on several factors, including a candidate's qualifications, skills, competencies and experience and may fall outside of the range shown. The Minnesota Star Tribune offers a competitive total rewards package, which includes a 401(K) match, healthcare coverage medical, dental, and vision, life, disability, paid time off, and a broad range of other benefits. Learn more at benefits.startribunecompany.com.

Physical Demands:

The physical demands described here are representative of those that are required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is often required to remain in a stationary position (i.e. standing, sitting, or both) approximately 90%; move short distances approximately 5%; position self to pick up objects (i.e., bending, twisting, stooping) weighing up to 5 lbs. around the officing and moving (i.e. lift, carry, push, pull) items weighing up to 5 lbs. approximately 5%.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee will work in a typical office environment. This role routinely uses standard office equipment such as computers, keyboards, mouse, photocopiers, and filing cabinets. Specific vision abilities required by this job include close vision and distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate. The office environment will have normal lighting and climate control tolerances. The work from home office environment may differ from the physical offices in Minneapolis, MN.

Disclaimer:

The duties and responsibilities of this position and this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice based on business needs.

More about The Minnesota Star Tribune:

At The Minnesota Star Tribune, we recognize that our employees are our greatest asset, and we are committed to their happiness, growth, and well-being. Here's a snapshot of the exceptional benefits we offer:

• Modern Downtown Office: Enjoy a state-of-the-art workspace with a free fitness center, collaborative center, golf simulator, and a rooftop patio.
• Comprehensive Benefits: Includes commuting subsidy, medical, dental, and vision insurance.
• Wellness & Work-Life Balance: Participate in our wellness program with financial incentives, generous paid time off, flexible holidays, one volunteer day, and two wellness days.
• Financial & Family Support: Benefit from a 401(k) with company match, paid parental and caregiving leave, hybrid work arrangements, and tuition reimbursement.
• Additional Perks: Access to an employee assistance program, pet insurance, flexible spending accounts, and health savings accounts.

2025 award winner of Fast Company's Most Innovative Companies in Media and News and proud recipient of Newsweek's Greatest Midsize Workplaces 2025 recognition.

Equal Opportunity Employer: Even if you don't meet every single requirement for this role, we encourage you to apply. At The Minnesota Star Tribune, we are dedicated to building a diverse and inclusive workplace and welcome applicants from all backgrounds.