Part Time Circulation Customer Service Representative

Summary:
The Customer Service Representative is an experienced, highly successful, self-motivated, and reliable individual who cares for our subscribers as an ambassador for our company. This key position will provide solutions to customer needs by promoting the value of Southern California News Group.
Customer Service Representatives will place a high priority on customer satisfaction and will handle and resolve product and service inquiries via phone, email, live chat and face to face interactions. The Customer Service Representative must have the initiative and good judgment to work with minimal supervision. This role will involve a wide range of customer inquiries from our Print subscribers as well as Digital subscribers, requiring strong analytical, communication and problem-solving skills.
What you will do:

• Answers multiple incoming telephone lines
• Place outbound calls to customers who have cancelled their subscription or downgraded their service and attempt to win back or upgrade a minimum of 12 accounts each week
• Provide customer service support via phone, live chat and email
• Research subscriber inquiries and offer solutions to subscriber's satisfaction
• Offers product and service enhancements that fit subscriber's needs
• Promotes vacation stop options that grow circulation revenue and copies
• Offer subscriber billing options that promote pay-in-advance and auto renew billing plans
• The position requires weekly team meetings via internet teleconferencing
• Responsible for achieving weekly standards for call quality, service metrics and subscriber retention goals
• Maintain professional customer service skills at all times, establish rapport w/proper meet and greet techniques
• Understanding and empathizing with subscriber issues to defuse potential escalations
• Communicating technical information in clear language; effectively paraphrasing to check for understanding
• Accurately enter necessary information into the subscriber database while speaking to customers; and maintain a positive, enthusiastic demeanor
• Update subscription accounts as needed
• Perform other job related duties as assigned

What you will bring:

• Customer service experience is preferred; contact center experience in a technical service environment is very helpful
• A positive, service minded mentality with the ability to contribute to a productive, friendly and motivating work environment
• Ability to work in a fast-paced environment where changes to procedures are common
• Adaptable, dependable and persistent in order to successfully retain subscribers who ask to cancel their subscription
• Demonstrate a high level of accuracy and good use of proper business tone and grammar
• Strong computer skills in multiple databases or systems; Microsoft Windows, Word, Excel, and internet navigation are required
• Possess a strong command of the English language (verbal and written); Bilingual Spanish skills are a plus

Work Environment/Schedule:

• Scheduling flexibility is required to accommodate changing business needs
• Availability to work weekends and/or holidays, as needed, is required
• Weekly schedules are subject to change
• Scheduled hours can range from 7am to 5pm
• The agent must be able to work in the Monrovia main office when scheduled, at least 3-4 times per month
• Customer service agents must be punctual/on time when working remotely or in the office

Who we are:
Established in March 2016, the Southern California News Group (SCNG) has virtually overnight become one of the most powerful and influential news organizations in the U.S. This dynamic union was created when the Los Angeles News Group (owners of nine local daily newspapers and websites) and its parent company Media News Group (MNG) acquired Freedom Communications (owners of the Orange County Register and Riverside Press-Enterprise).
By combining these two highly regarded and well-established institutions, SCNG has emerged as the largest news content provider in the five-county Los Angeles metropolitan area. As a leader in circulation among top publications nationwide, SCNG now owns and operates 11 local daily newspapers and more than a dozen community weeklies.
Our mission is to connect communities by providing readers with the area's best local news coverage while providing advertisers with unprecedented access to one of the world's most diverse and dynamic audiences.
No matter the distribution vehicle-newspaper, magazine, mobile, online-SCNG's in-depth reporting on local news, politics, sports and entertainment continues to attract a desirable audience for its customers. Combining print, online and social media, SCNG now delivers premium content to over 8.1 million adults every week, making it an indispensable marketing solution for advertisers across Southern California. No other local newspaper group reaches more households in our market than SCNG.
"Built In Best Places to Work 2023 Winner"
The hourly wage is $16.30. Pay is based on several factors including but not limited to education, work experience, time in role, certifications, etc. In addition to your salary, MediaNews Group offers a comprehensive benefits package, and 401K plan (all benefits are based on eligibility).
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