Customer Care Representative (PT)

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Location: Spokane, WA

Company: The Spokesman-Review

Family-owned and operated, The Spokesman-Review is the largest most used, and most trusted news and information provider in the Inland Northwest. We strive to produce the paper every day in a supportive team environment where we are dedicated to the community we serve and the well-being of our employees!

We are seeking a dedicated Customer Care Representative to join our team at The Spokesman-Review. As a Customer Care Representative, you will play a pivotal role in ensuring our subscribers receive exceptional service and support. This position is ideal for individuals who are passionate about customer satisfaction, possess excellent communication skills, and thrive in a dynamic work environment.

Position: Customer Care Representative

Status: Part-time

Salary: $16.75/hr. + monthly incentive-based commission

Hours: 24-29 hours per week, scheduled between the hours our call center is open from 7am – 11am on Sundays, and 5am – 4pm Monday through Friday.

Location: Spokane, WA – hybrid

About this role: This position serves to provide service and assist in problem-solving for Spokesmen Review's internal and external customers.

What you'll do:

• Provide Exceptional Customer Service:** Handle incoming calls, emails, and instant messages from subscribers with professionalism and empathy. Assist customers with subscription-related inquiries, including account management, billing questions, and general support.
• Technical Support for Digital Subscriptions:** Offer technical assistance for all digital products, including troubleshooting login issues and navigation support. Guide customers through the registration process and provide clarity on subscription benefits.
• Resolve Issues Efficiently:** Investigate and resolve customer complaints or concerns in a timely manner, ensuring a positive resolution that meets the customer's needs while adhering to company policies.
• Data Entry and Documentation:** Accurately enter subscriber information and update customer records in the database. Maintain detailed and organized documentation of customer interactions and issue resolutions.
• Meet Performance Metrics:** Monitor and achieve Key Performance Indicators (KPIs) related to customer service, response times, and customer satisfaction scores. Continuously strive to improve service delivery and efficiency.
• Engagement:** Read and engage with The Spokesman-Review and its products (www.spokesman.com, the e-Edition app, etc.) and be familiar with our products and what is printed in the paper.

What you'll contribute to our team:

• Customer Focus:Prior experience in a customer service role, preferably in a call center or similar environment. Demonstrated ability to handle a high volume of customer interactions with tact and professionalism.
• Technical Proficiency: Ability to troubleshoot technical issues related to digital subscriptions.
• Communication Skills: Excellent verbal and written communication skills. Ability to convey information clearly and concisely to customers of varying technical understanding.
• Problem-Solving Skills: Strong analytical and problem-solving skills with a proactive approach to issue resolution. Ability to identify root causes and implement effective solutions.
• Team Player: Ability to collaborate effectively within a remote team environment. Willingness to assist colleagues and contribute to a positive work culture.
• Adaptability: Comfortable working in a fast-paced environment with shifting priorities. Ability to adapt to changes in procedures and technology.
• Newspaper Advocate: Knowing and appreciating the importance of a newspaper in local communities.

What we offer: We are a family-owned and operated multi-business organization with a heart for the community we serve and our employees. We set you up for success by providing the necessary tools and training needed to succeed in your position! We provide:

• A friendly, supportive, and professional team atmosphere.
• We believe work/life balance is key to continued success, Sick Time, Paid Holidays.

For detailed information regarding benefits, vacation, sick, and holiday time, please copy and paste the following link into your browser: https://heyzine.com/flip-book/baag-jobs

What Next? Create your candidate profile at https://careers.cowlesco.com, complete all required fields, and upload any supporting documents such as a resume, cover letter, references, and examples of work! At the end of your profile creation, simply pick the position(s) you would like to apply for and press "submit." It's that easy!

If you already have a company profile, log in and update your information where necessary, and apply to the open requisition.

If you need assistance with creating or logging into your candidate profile, please email careers@cowlesco.com and an HR representative will respond as quickly as possible.

Cowles Company is an Equal Opportunity Employer.

All candidates selected for hire will be required to submit to a background check.

Drug Testing applies to safety-sensitive positions.

Position open until filled.