The Customer Service Representative will establish a positive rapport with our Newsday Home Delivery Subscribers and Single Copy Dealers. This role is the initial point of contact for Newsday and is responsible for answering a high volume of incoming calls in a fast paced environment from Home Delivery Customers and Single Copy Dealers. Responsibilities also include: directory assistance to ensure transfers to appropriate party; nurture and maintain strong customer relationships by providing world-class service and one call resolution in a driven environment.

• Answers a high volume of incoming calls from Home Delivery Subscribers and Single Copy Dealers.
• Attempts to resell subscription to customers wishing to cancel by proving value through the features and benefits of a Newsday subscription.
• Maintains complaints by providing timely resolutions to Home Delivery Subscribers and Single Copy Sales Dealers.
• Facilitates, communicates and coordinates with Circulation Managers and Director of Circulation.
• Provides accurate, courteous and timely responses, coordinating redelivery efforts to ensure accurate and timely recoveries, billing issues, new subscriptions, address changes and temporary stops, emails, faxes and subscriber retention.
• Escalates high priority complaints to Circulation Managers, Team Leads or Supervisors ensuring immediate and sustained resolution.
• Process cancellations, temporary stops, address changes, billing inquiries regarding credits and adjustments.
• Coordinates recoveries for newspaper and other product shortages daily.
• Resolves problems with Single Copy Sales Dealers; receives calls from Single Copy Sales Outlets and acts promptly to resolve problems.  Enters requests for draw changes, shortages, and permanent stops.  Enters vacation/holiday stops to insure delivery of the paper is stopped.
• Process mail subscriptions, back copy orders, emails and voicemails and fax communications.

• Requires a high school diploma or equivalent
• One year or more related experience or training with a focus on high volume customer service, handling customer issues and customer retention, computer skills or-data entry
• 30wpm minimum typing requirement
• Spelling and simple mathematical computation
• Some sales experience a plus
• Customer focus and understanding of the customer service process. 
• Stress tolerance, professional interpersonal skills, probing skills, effective negotiation techniques and multi-tasking abilities. 
• Must demonstrate a high level of proficiency in utilizing email and computer skills including Microsoft Word, Excel, and basic ability to navigate around a complex database systems.
• Demonstrate analytical abilities to understand billing procedures and make adjustments to customer’s accounts.
• Consents to monitoring of business calls by supervisors/managers in order to assist in training, and to ensure customers are receiving prompt, courteous service and accurate information.
• Ability and willingness to work a flexible and varied schedule to include extended hours, weekends and holidays and adheres to daily schedule.
• Ability to handle and diffuse conflict and challenging customer service situations.
• Excellent customer service orientation and develops customer service relationships.  Demonstrates urgency and ownership.  Shows sincere interest, listen, empathize and respond appropriately.
• Excellent verbal and written Communication skills. Expresses oral and written ideas clearly.  Exercises good listening skills and requests clarification if unsure how to proceed.
• Teamwork-Strengthen the customer Support Team by promoting, building and maintaining a strong sense of teamwork throughout the organization as the opportunity arises.  Cooperates and maintains positive attitudes as part of a team.  Supports team members in furthering departmental goals through open and honest communications promoting team interest over self-interest.
• Decision Making-Incumbent may exercise decision making when determining whether call should be referred to a supervisor when resolving customer concerns.
• Quality Orientation-Displays commitment to quality and excellence.

• This position is 100% remote
• Close visual acuity required to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
• Talking - ability to converse and engage in dialogue with others via telephone and in person throughout the entire shift.
• Ability to type 30 wpm
• Requires continuous use of computer navigation and typing.