EmploymentCustomer Service

Front Desk - Customer Care Specialist


Front Desk- Customer Care Specialist

REPORTS TO: Joy Fish- Customer Service Supervisor


Handles customer service inquiries via the telephone. May respond to email inquiries. Customer service is the primary function, but may include minimal selling or promotion of products or services. Calls are basic and routine. Uses computerized system for tracking, information gathering, and/or troubleshooting. Requires limited knowledge of the organization, products, and/or services. May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff. Requires ability to navigate a computerized data entry system or other relevant applications.


• Provides top quality customer service on the phone and

through email

• Provides clerical support to circulation, distribution,

and advertising.

• Handles customers' questions and concerns regarding billing and service for print and

online products

• Processes requests for starts, stops, and changes in subscriptions

• Meets monthly goals as set by department for NIE donations, Easy Pay, customer churn, customer acquisitions and call center metrics

• Assist carriers with questions and route concerns

• Participate in customer loyalty initiatives and projects

• Assist team members with training or inquiries as needed

• Informs carriers of delivery, service, and customer concerns

• Sets up new newspaper subscriptions and

online accounts

• Educate on products

• Perform troubleshooting for

digital products

• Make outbound calls for complaints, declines, verification and retention of

Gazette subscribers

• Assist Marketing with a variety of customer service

based projects

• Assist walk-in and call-in customers with placing Classified ads, Obits, and Milestones or general questions.

• Balance and maintain

cash drawer

• Process payments and customer inquiries via

incoming mail

• Perform additional duties as assigned/needed



• High School graduate or equivalent

• Minimum of 3 year call center/customer service experience required

• Ability to work independently with minimal supervision and manage own workload

• Professional telephone etiquette and excellent

verbal nd written

communication skills

• Persuasion/sales skills required

• Ability to develop a rapport

with customers

• Have patience and attention to customer satisfaction

• Attention to detail and accuracy

• Confident and enthusiastic

• Able to work in a fast paced

call center

• Proficient in relevant computer applications and call center systems

Please apply at:

  • TYPE:

    Full Time

    Cedar Rapids

Ad ID: 128306

Post Date: August 4, 2018

Expire Date: August 23, 2018

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