Customer Service Representative

Job Description

Job Description

 

Summary of Position

The Inbound Customer Service Representative supports our high volume Call Center and is the liaison between Newsday and its current, former and potential customers. The successful candidate will be able to accept ownership for effectively managing customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and response.

Essential Duties & Functions

• Improve customer retention – understand company programs, services, and offerings provided to customers. Resolving client issues - effective problem solving skills to retain customers.
• Handle a high volume of outgoing calls for subscriber win back and retention.
• Attempt to resell subscription to customers wishing to cancel using customer service techniques while maintaining retention goals for saved subscribers’ accounts.
• Escalate high priority complaints to Division Mangers, Team Leads or Supervisors ensuring immediate and sustained resolution.
• Manage call center database by entering information.
• Fulfills requests by clarifying desired information and completing transactions.

 

Essential Job Knowledge & Skills

• Requires a high school diploma or equivalent.
• Applicants must possess a minimum of one year of Call Center experience, or extensive training with a focus on high volume customer service, handling customer issues and customer retention.
• Prior sales and negotiation experience a plus.
• Proficient PC skills including Microsoft Word, Excel, email and basic ability to navigate around a complex database systems.
• Capacity for listening, dealing and confrontation, and overcoming objections.
• Excellent verbal and written communication and listening skills and provides complex updates and recommendations with little to no assistance
• 30wpm minimum typing requirement
• Spelling and simple mathematical computation ability
• Prior sales and negotiation experience a plus.
• Excellent customer service orientation and understanding of the customer service process. 
• Ability to handle and diffuse conflict and challenging customer service situations.
• Stress tolerance, professional interpersonal skills, probing skills, effective negotiation techniques and multi-tasking abilities. 
• Demonstrate analytical abilities to understand billing procedures and make adjustments to customer’s accounts.
• Consent to monitoring of business calls by supervisors/managers in order to assist in training, and to ensure customers are receiving prompt, courteous service and accurate information.
• Ability and willingness to work a flexible and varied schedule to include extended hours, weekends and holidays and adheres to daily schedule.

 

Physical Requirements

• Close visual acuity required to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

• Talking - ability to converse and engage in dialogue with others via telephone and in person throughout the entire shift.
• Ability to type 30 wpm
• Requires continuous use of computer navigation and typing.

Compensation

The hourly rate for this role is $22.00

Newsday Media Group is an equal opportunity employer. Applicants and incumbents are selected, placed, trained, compensated and promoted without regard to actual or perceived sex, race, color, age, national origin, citizenship, marital or domestic partner status, military/veteran status, sexual orientation or preference, gender identity or expression, religion or religious creed, ancestry, physical or mental disability or handicap, status as a victim of domestic violence, or any other characteristic protected by law. In addition, Newsday Media Group provides a reasonable accommodation for applicants/incumbents with disabilities. Please advise Human Resources if you require a reasonable accommodation.