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Customer Service Representative

Philadelphia, PA, USA Req #283
Monday, July 25, 2022
The Philadelphia Inquirer is a public benefit corporation owned by the nonprofit Lenfest Institute for Journalism. Together, we’re at the center of a critical mission to create a lasting future for ambitious, engaging, and useful local journalism. We’re doing this, in part, by deepening our connection with the communities we serve. Our integrated digital and print platforms are the Philadelphia region’s largest media network. We’re passionate about building a sustainable model for indispensable local journalism, and we take pride in finding diverse, dynamic, and talented individuals to help push our team forward.

Summary:


Provide outstanding customer service and technical assistance to our customers through live troubleshooting and problem isolation.  Pro-actively take ownership of open issues and interface successfully with customers and management team.  Ensure customer satisfaction through end-to-end management of each service request via inbound telephone calls, email, slack, chat 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 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 are Looking For:


  • Dependable and punctual

  • Good clear speaking voice; diction; upbeat, 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
    a superior customer experience


Requirements:


While performing the duties of the job, the employee is required to remain seated and wear a headset for the duration of the shift.  Usage of hands to finger, handle or feel, reach with hands and arms and speak fluently. Specific vision abilities required for this job include close vision, distance vision, peripheral vision and ability to adjust focus.


You are required to maintain a reliable home internet connection with speeds of 100 bps.  This position is 100% remote, however, if you experience technical difficulties with your internet connection or equipment where you are unable to execute the responsibilities of your position from home, you may report to our main office to complete and be paid for your shift(s) until the technical issues are resolved.

The Philadelphia Inquirer is committed to attracting a diverse group of interested people to join our team, so please err on the side of applying even if you’re unsure if you meet all the qualifications. We encourage anyone 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 building an inclusive and equitable workplace where everyone feels a sense of belonging. We especially encourage people from marginalized and underrepresented backgrounds to apply, including people of color, women, people from the LGBTQIA+ community, and people with disabilities.


Other details

  • Pay Type Hourly
Location on Google Maps
  • Philadelphia, PA, USA