Position Purpose: We are looking for a customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. 

This is a hybrid role, as you will split time between our Advertising and Circulation departments.

Major Duties and Accountabilities:

Essential Job Functions:

· Monitor classified revenues throughout the month reach classified goals: Monitor performance and give feedback to advertising director.

· Work with advertising director to calculate department budgets, goals, and standards for all areas of responsibility.

· Assist in solving problems: Create goodwill with customers by solving problems quickly and effectively.

· Oversee classified accounting: Discuss credit status of accounts with advertising director on a regular basis working to assure that classified and retail are coordinating on past-due accounts. Provide collection assistance as needed.

· Manage large amounts of incoming calls

· Identify and assess customers’ needs to achieve satisfaction

· Build sustainable relationships and trust with customer accounts through open and interactive communication

· Provide accurate, valid and complete information by using the right methods/tools

· Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

· Keep records of customer interactions, process customer accounts and file documents

· Follow communication procedures, guidelines and policies

· Take the extra mile to engage customers

· Perform any additional tasks as needed

Skills

· Proven customer support experience or experience as a client service representative

· Strong phone contact handling skills and active listening

· Customer orientation and ability to adapt/respond to different types of characters

· Excellent communication and presentation skills

· Ability to multi-task, prioritize, and manage time effectively

· Ability to type proficiently

· High school degree

Job Type: Full-time

Pay: $14.00 per hour commission

Expected hours: 37.5 per week – Full time

Shift:

· Day shift

· Morning shift

Weekly day range:

· Monday to Friday

Experience:

· Customer service: 1 year (Preferred)

The Dominion Post is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.

The above position summary is intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be an exhaustive list of responsibilities, duties and skills required. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of The Dominion Post.