Customer Service Representative

Location: Pittsburgh

Job Type: Contract

The position is a mix of clerical and data entry plus customer service support via phone and email. The position includes supporting customers with escalated issues related to their subscription, bill, delivery and/or digital access. A Customer Service Representative is responsible for handling an array of customer support duties. Throughout all of these interactions. Customer Service Representatives must maintain a high level of professionalism and present the organization in the best light possible.

ESSENTIAL FUNCTIONS include the following (though other duties may be assigned as applicable): • Reply to customer email. • Assists customers with issues related to billing, delivery and/or digital access. • Enter orders or updates to customer’s information in the circulation database. • Call customers to verify delivery and resolve delivery issues • Other duties as assigned.

QUALIFICATIONS: • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to 10 LBS and stand 1-2 hours at a time. High School Diploma • Minimum of 2 years of customer service experience, preferably with outbound call contact.

SKILLS & ABILITIES: • Must have solid computer skills. • Excellent communication skills verbal and written. • Must be courteous and efficient when interacting with customers. • Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with company policies and processes. • Must work well independently as well as with others. • Must have strong attention to detail and follow-up skills and be Tech Savvy.

EXAMPLE OF ASSIGNMENTS: • Answer an array of email inquiries, such as a customer requesting to cancel their subscription, or requesting information about their current subscription plan. • Take a subscription order over the phone and start it in the system. • Follow up with individual customers to ensure that their issue has been resolved. • Assist customers to navigate and resolve digital subscription products/issues over the phone and via email. • Call customers to handle complaint resolution.