Job Description
We're seeking a highly motivated and customer-focused individual to join our team as a Customer Care Specialist. You will play a vital role in resolving their issues and concerns, ensuring a positive and memorable experience. If you're passionate about delivering exceptional customer service and have a knack for technical troubleshooting, we'd love to hear from you.
Key Responsibilities:
Provide top-notch support to our subscribers, addressing their inquiries, concerns, and issues with professionalism and empathy. This includes:
- Responding to general customer inquiries, such as product and device assistance, data privacy, and subscription-related issues.
- Handling incoming and outgoing calls to resolve customer issues and provide support.
- Collaborating with the customer care team to share knowledge and resolve issues efficiently.
- Support the team in achieving Customer Satisfaction (CSAT) goals and metrics, ensuring that every subscriber's interaction is positive and memorable.
- Troubleshoot and resolve technical issues, using your analytical and problem-solving skills to provide effective solutions.
- Identifying and resolving technical issues related to our products and services.
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- Escalating technical issues to other departments, such as Engineering, Product, or IT, as needed, to ensure timely and effective resolution.
- Collaborating with other departments to resolve complex technical issues and implement solutions.
Skills:
- Strong analytical and problem-solving skills.
- Excellent communication skills, both written and verbal.
- Empathetic and customer-focused approach.
- Ability to work well with other departments and peers.
- Knowledge of digital media platforms, applications, and technology trends.
- Ability to adapt to changing technology initiatives and a willingness to learn.
- A dynamic and supportive work environment.
- Opportunities for growth and professional development.
- A chance to work with a talented team of customer care professionals.
- Ongoing training and development opportunities to enhance your skills and knowledge.
Compensation and Benefits
Wherever you are in your life or career, The Washington Post offers comprehensive and inclusive benefits for every step of your journey:
- Competitive medical, dental and vision coverage
- Company-paid pension and 401(k) match
- Three weeks of vacation and up to three weeks of paid sick leave
- Nine paid holidays and two personal days
- 20 weeks paid parental leave for any new parent
- Robust mental health resources
- Backup care and caregiver concierge services
- Gender affirming services
- Pet insurance
- Free Post digital subscription
- Leadership and career development programs
The salary range for this position is:
36,800.00 - 55,200.00 USD Annual
The actual salary within this range will depend on individual skills, experience, and qualifications as they relate to specific job requirements. This position may be eligible for a bonus or incentive program, and a member of the Talent Acquisition team will discuss bonus payment terms and conditions during the interview process.
The Post strives to provide its readers with high-quality, trustworthy news and information while constantly innovating. That mission is best served by a diverse, multi-generational workforce with varied life experiences and perspectives. All cultures and backgrounds are welcomed.
The innovation doesn't end in the Newsroom - dozens of teams power The Washington Post. We are now hiring the next innovator - how will you Impact Tomorrow?
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