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Customer Care Representative III – Customer Service
United States Virtual
Req #37629
Gannett Co., Inc. (NYSE: GCI) is a subscription-led and digitally-focused media and marketing solutions company committed to empowering communities to thrive. With an unmatched reach at the national and local level, Gannett touches the lives of millions with our Pulitzer Prize-winning content, consumer experiences and benefits, and advertiser products and services.
Our current portfolio of media assets includes The USA TODAY NETWORK, which includes USA TODAY, and local media organizations in 43 states in the United States, and Newsquest, a wholly-owned subsidiary operating in the United Kingdom. We also own digital marketing services companies under the brand LocaliQ, which provide a cloud-based platform of products to enable small and medium-sized businesses to accomplish their marketing goals. In addition, our portfolio includes one of the largest media-owned events businesses in the U.S., USA TODAY NETWORK Ventures.
Position Summary:
Assists in the servicing of subscribers with Tier 2 level, highly escalated, complaints and concerns, over multiple channels, including social media. Responds to customer concerns regarding home delivery and digital service, billing/pricing, and newspaper editorial content and take primary responsibility for stop/save calls. Supports subscribers with Tier 1 service inquiries and requests as needed, including circulation starts. Ensures all issues are resolved effectively and documented appropriately via the circulation system and other related systems or workflows.
Essential Duties + Responsibilities:
- Answers incoming calls, and emails regarding Tier 2 level, highly escalated, service inquiries and requests related to home delivery and digital service, and billing/pricing issues. Utilizes internal resources where appropriate
- Takes primary responsibility for stop/save calls, meeting expected conversion rates
- Works with subscribers to ensure they are in the best product, home delivery or digital, and ensures starts are processed in a timely and accurate manner
- Supports subscribers with Tier 1 service inquiries and requests as needed, including circulation starts
- Processes all order entries which includes stops, updating delivery lists, filing of orders, and chargebacks
- Completes clerical duties as assigned including but not limited to data entry and basic reporting
- Processes request from carriers and communicate with field personnel regarding accounts requiring special attention
- Performs additional duties as requested.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.
Decision-Making Responsibilities:
Under the supervision of a GSS Supervisor or Manager. Work is performed independently within established policies and procedures. Procedures and processes may be adapted to address unusual situations with supervisory approval.
Financial Responsibilities:
This position will make pricing and rebate-related decisions within defined guidelines per company policy.
Supervisory Responsibilities:
None
Qualifications:
Education and Experience
- Bachelor’s preferred or equivalent experience in a call center, customer service, retail or related environment.
- 2-5 years experience in customer service or sales
Knowledge, Skills, Abilities
- Strong verbal/written communication skills and excellent organizational skills
- Ability to effectively diffuse and mitigate escalated customer situations
- Effective sales skills – needs assessment, product knowledge, benefit positioning, and closing skills
- Analytical ability and skill in calculating figures and billing amounts
- Demonstrated strong PC and system navigation skills
- Handles multiple tasks and works in a fast-paced environment
- Defines customer problems, collects data and establishes facts, and resolves situations to acceptable levels
- Ability to work effectively with different levels of staff, supervisors, and managers including the ability to train and coach peers
- Deals with all opportunities and challenges in a professional manner
- Performs other duties as assigned
Training:
This position is expected to work independently but will be provided on-the-job training in addition to more formal departmental or Company training as needed.
The hourly rate for this role will range between $16.44 and $38.70. Variable compensation is not reflected in these figures and based on the role, may be applicable. Exact compensation may vary based on skills, experience, location, and union representation, if applicable.
Gannett Co., Inc. is a proud equal opportunity employer committed to building and maintaining a erse workforce. As such, we will consider all qualified applicants for employment and do not discriminate in connection with employment decisions on the basis of an applicant or employee’s race, color, national origin, ethnicity, ancestry, citizenship status, sex, gender, gender identity, gender expression, religion, age, marital status, personal appearance (including height and weight), sexual orientation, family responsibilities, physical or mental disability, medical condition, pregnancy status (including childbirth, breastfeeding or related medical conditions), education, genetic characteristics or information, political affiliation, military or veteran status or other classifications protected by applicable federal, state and local laws in the jurisdictions where Gannett employs employees. In addition, Gannett Co., Inc. will provide applicants who require a reasonable accommodation, as a result of an applicant’s disability or religion, to complete this employment application and/or any other process in connection with an iniduals’ application for employment with Gannett Co., Inc. Applicants who require such accommodation should contact Gannett Co., Inc.’s Recruitment Department at [email protected].
Other details
- Job Family Customer Experience
- Job Function Customer Service
- Pay Type Hourly