What are the responsibilities and job description for the Junior Customer Support Specialist position at Tennessee Press Association?
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.
We are seeking a detail-focused, service-driven, confident, and friendly Junior Customer Support Specialist to join our team! The ideal candidate will have demonstrated experience in providing outstanding service and assistance to customers, be adept with de-escalating and resolving customer complaints, and be polite, professional, and approachable. The focus of the role is to assist customers with general queries, along with complaints.
- Be the first point of contact for customers seeking assistance.
- Listen to customers, their needs, and complaints and develop effective solutions to resolve their problems.
- Speak with customers both on the phone, via email, and, if required, in person to resolve their issues.
- Escalate serious problems to the management team.
- Ensure customers are followed up with, either by phone or email.
- Work as part of a team to achieve customer service goals and objectives for the company.
- Work in line with company operating standards.
- Keep customers' information, along with their complaint or query information, up to date and log the progress on the internal system.
- Send out resolution emails to customers once their complaint or query has been resolved.
- Think outside of the box and develop new ideas or customer initiatives that could benefit the team as a whole.
- Be polite, kind, and courteous to customers at all times, even if they are being difficult.
Requirements
- High School Diploma or above
- 2 years' experience in the customer service industry
- Detail-focused, with good computer skills
- Strong customer service skills
- Excellent communication skills, both written and verbal
- Polite and friendly nature
- Kind and helpful, able to work to company guidelines and policies
- Strong problem-solving skills
Benefits
