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Digital Customer Service Representative

Philadelphia, PA, USA ● Virtual Req #199
Monday, March 28, 2022
About The Philadelphia Inquirer, PBC
Since 1829, The Philadelphia Inquirer has been “asking on behalf of the people” by providing essential journalism for the diverse communities of the Philadelphia region. The Inquirer, a for-profit public benefit corporation owned by the non-profit Lenfest Institute, produces Pulitzer Prize-winning journalism that changes lives and leads to lasting reforms. Its multiple brand platforms — including newspapers, Inquirer.com, e-Editions, apps, newsletters, and live events — reach a growing audience of more than 10 million people a month. “In a free state, there should always be an inquirer asking on behalf of the people: Why? Why? Why?” — John Norvell, Inquirer co-founder

Job Summary:

Provide outstanding customer service and technical assistance to our customers through live troubleshooting and problem isolation.  Proactively take ownership of open issues and interface successfully with customers and the management team.  Ensure customer satisfaction through end-to-end management of each service request via inbound telephone calls, email, slack and social media.  Follow-up with the customer until the issue is resolved. Identify, analyze and solve customer service, software, and hardware issues.  


What You’ll Do

  • Must have a high level of computer knowledge and competency in multiple software systems.

  • Must be able to multitask while speaking with the customer and perform research functions as well as maintain a professional demeanor and
    standard of excellence.

  • This position requires documentation of each phone call prior to the call end.

  • Ability to handle a large volume of inbound inquiries in a call center environment and must meet daily call standards and document calls
    accurately.

  • Attracts potential customers by answering product and service questions; suggesting information about our products and services as warranted.  

  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and
    explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.  

  • Retains subscribers by resolving service and technical issues and providing alternative service and pricing options when appropriate.   


Who We’re Looking For

  • Dependable and punctual

  • Good clear speaking voice; diction; positive manner and demeanor

  • Ability to multitask

  • Superior spelling, grammar, and typing skills

  • Have outstanding customer service and troubleshooting skills and a desire to go above and beyond to provide an outstanding customer
    experience


Other Things to Know

  • 24 hours per week

  • Must work weekends 7:30 am to 12:00 noon. The other 3 days of the week are TBD based on business needs at the time of hire. Hours would
    be either 8:00 am to 1:00 pm OR 10:00 am to 3:00 pm.  

  • Location: 100% remote, must reside in PA, NJ, or DE

  • If college students, we attempt to work around a schedule if it falls in line with business needs.

  • Requires employee to maintain a reliable home internet connection with speeds between 50 and 100 MBPS.  We will supply a laptop
    and telephone which must be physically plugged into the back of your router so proximity to router should be taken into
    consideration. 

Other Things To Know

We know not everyone reading this will fit exactly what we’ve described. We encourage everyone to apply who shares our passion for indispensable journalism and our drive to create a sustainable business model to support it. As an equal opportunity employer, The Inquirer is committed to fostering a diverse and inclusive culture, and we especially encourage members of underrepresented communities to submit an application, including women, people of color, veterans, LGBTQ+ people, and individuals with disabilities.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Other details

  • Pay Type Hourly
  • Hiring Rate $18.81
Location on Google Maps
  • Philadelphia, PA, USA
  • Virtual