City Lifestyle is a luxury publishing company headquartered in downtown Kansas City, MO that publishes monthly magazines in a franchise model created exclusively for and about the residents of affluent communities across the country.

We’re looking for a Customer Support Specialist to join the National Support team. The right candidate must have a servant's heart and a deep-seated desire to help others succeed.

Communication skills are vital to this role and should be clear, and thoroughly explanatory while remaining positive, empathetic, and professional.

A successful Customer Support Specialist can grasp a 30,000-foot view of our company’s operations so they can resolve customer service tickets with the appropriate authority’s sign-off.

They should enjoy working in a high-speed environment with strong problem-solving skills. They also need to have the mental fortitude to approach conflict head-on and in a constructive way without internalizing negativity.

Primary Responsibilities

• Resolve tickets based on deadline and urgency.
• Follow up on transferred tickets so as to provide thorough service and routine updates to the original sender of the email.
• Follow up on pending approvals in a timely way to ensure Production processes are not affected
• Forward tickets to publishers from their community members.
• Assist anyone in the community reaching out to have the address removed from a publication
• Assist Publishers with immediate problem solving while also educating them on our systems and processes.
• Customer account revisions including, but not limited to
• Removing insertions and adding one to the end of the contract if the pub requests a pause for a certain month
• Payment changes such as payment processing, refunds, updating the card on file, processing payments as AHC
• Contract changes if the pub reaches out wanting to change from 1 / 2 page to full page. If they reduce size and it's for more than one issue I typically send it to Ryan for approval
• Ad placements for a pub on a client's contract
• Maintaining and update the contract cancellation sheet
• Provide tracking for mag's and or work with Melanie to see if there was an error with a print
• Handle content policy communications in accordance with company communication guidelines (to be provided)
• Recognize recurring issues in tickets, investigate the potential problems and innovate long term solutions

This individual should possess the following skills / traits :

• The desire to work in a fast paced environment.
• Ability to adapt to growth within our rapidly expanding company. Self-induced initiative is greatly desired.
• Strong organizational and time-management skills.

Job Requirements :

• No formal training is required, but a degree in communication or something related is a plus
• No working experience is required
• Residency in Kansas City metropolitan area
• Full time, onsite
• Overtime exempt
• Driving to onsite cultural activities as requested
• Sitting or standing as preferred for long periods of time in front of a computer
• No travel required

Last updated : 2024-09-06