What are the responsibilities and job description for the Customer Support Specialist position at Tennessee Press Association?

Job Description

This is a remote position.

The Tennessee Press Association is the trade association of Tennessee’s daily and non-daily newspapers, and it is the parent organization of Tennessee Press Service and Tennessee Press Association Foundation. It was founded in 1870-71 for the purpose of creating a unified voice for the newspaper industry of Tennessee.

Today, TPA continues to provide assistance to its 131 member newspapers by monitoring legislative activities, providing training programs, issuing press credentials, maintaining a Web site and employment database, and providing regular meetings and forums to foster the exchange of information and ideas.

Mission Statement

To help member publishers achieve greater success than each could attain individually.

Vision Statement

1. Advocate for the press by proactively shaping public policy and opinion

2. Facilitate statewide standards and execution across the membership

3. Coordinate the exchange of ideas and the sharing of tools, best practices and opportunities to help members elevate their craft.

A Customer Support Specialist is a crucial member of a company's customer service team. They serve as the primary point of contact for customers, providing assistance, troubleshooting, and resolving any issues or inquiries they may have. The role requires strong communication skills, empathy, and a thorough understanding of the company's products or services.

Customer Support Specialist Responsibilities

Respond promptly to customer inquiries via phone, email, or live chat, addressing their concerns and providing accurate and helpful information.
Resolve customer complaints in a professional and efficient manner, ensuring customer satisfaction and maintaining positive relationships.
Keep accurate records of customer interactions, transactions, comments, and complaints to track trends and identify areas for improvement.
Collaborate with other departments, such as Sales or Technical Support, to provide comprehensive and timely solutions to customer issues.
Assist customers with product or service recommendations, guiding them through the buying process and ensuring they have a positive experience.
Train and educate customers on how to use products or services, troubleshooting common issues, and providing guidance on best practices.
Stay up-to-date with the company's products, services, and policies to provide accurate and up-to-date information to customers.
Continuously strive to improve customer service by identifying and implementing process improvements and suggesting ideas for enhancing the customer experience.
Handle escalated customer concerns or issues with diplomacy and patience, ensuring resolutions are reached and customers are satisfied.
Conduct customer satisfaction surveys, gathering feedback and suggestions to improve service quality and identify areas of improvement.

Required Skills

Excellent communication skills, both verbal and written, with the ability to explain technical information clearly and concisely.

Strong problem-solving and critical-thinking abilities, with the capacity to identify and resolve customer issues effectively.

Empathy and patience when dealing with challenging or frustrated customers, maintaining a calm and professional demeanor.

Exceptional organizational skills, with the ability to handle multiple tasks simultaneously and prioritize effectively.

Active listening skills, with the capacity to understand customer needs and provide appropriate solutions.

Proficiency in using customer support software and tools, such as ticketing systems, CRM software, and knowledge bases.

Basic technical knowledge to troubleshoot common customer issues and guide them through basic technical tasks.

Ability to work well in a team environment, collaborating with others to achieve common goals and deliver exceptional customer service.

Flexibility and adaptability to work in a fast-paced and dynamic environment, adjusting priorities as needed.

Excellent time management skills, with the ability to meet deadlines and deliver high-quality support to customers.

Requirements

Required Qualifications

High school diploma or equivalent; a degree in a relevant field is a plus.

Proven experience in a customer support or similar role, preferably in a technology or SaaS company.

Good knowledge of customer service principles and practices.

Familiarity with CRM systems and support software.

Proficient in using Microsoft Office Suite, including Word and Excel.

Ability to work flexible hours, including weekends or evenings as required.

Ability to work independently and efficiently, with minimal supervision.

Positive attitude and willingness to learn and adapt to changing customer needs.

Ability to demonstrate empathy and maintain professionalism in challenging customer situations.

Excellent problem-solving skills and a determination to find appropriate solutions for customers.

Benefits

Our offerings include :

Medical, Dental, and Vision :

Available from the 1st day of the month following your start date.

Paid Time Off (PTO) :

13 days in the first year, 16 days in the second year.

Paid Holidays :

New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day.

Floating Holidays :

Up to 2 per year.

Competitive Compensation :

Including annual performance reviews.

401(k) Retirement Plan :

With employer matching.

Company Paid Benefits :

Life insurance, short-term and long-term disability, and more.

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