City and Country - Customer Care Agent II

The Lead Customer Care Agent (CCR) is

responsible for answering phone calls, emails, on-line chats and other

inquiries from Journal Communication Publishing customers. The Lead CCA is responsible to provide a

positive, courteous and friendly experience to all customers they come in

contact with. The Lead CCA is trained to

handle all customer inquiries and utilize computer systems to input

transactions and manage customer accounts.

The Lead CCA will develop a complete understanding of the products and

services offered by Journal Communications to aid customers in purchasing

decisions and to present solutions to service, pricing or other customer

concerns.

ESSENTIAL JOB FUNCTIONS:

  • Provide a positive, friendly, knowledgeable and

courteous customer service experience for every customer contact.

  • Answer contacts and complete transactions in an

efficient manner and within prescribed maximum times. Use a computer, keyboard and mouse to

navigate between multiple systems and enter data while listening and talking

to customers on the phone.

  • Execute a call flow process to retain customers

through answering objections and providing solutions to pricing, service or

other customer concerns.

  • Utilize systems provided to accurately enter

transactions to manage accounts and communicate with customers and other

departments - ensuring first call resolution.

  • Promote products and services to up-sell customers

and drive revenue.

  • Improve customer retention through the use of

re-solicit programs or special sales programs.

  • Work with team members to improve customer service,

sales, systems and retention results.

  • Provide insight on operational procedures, call

reasons and training opportunities which would contribute to a more efficient

and customer friendly service group.

  • Maintains confidentiality of all customer

information and adheres to security protocol.

  • Capacity to master other call and company required

databases and programs.

  • Accurately and confidentially processes customer

payments from customer checking and credit card accounts.

  • Performs all other duties as assigned.
  • Regular attendance for all scheduled shifts.

Hours: 35-40 hours

per week

Flexible

schedules within open business hours (morning, mid-day and afternoon time

blocks)

Center hours are

Mon-Thurs. 6:30 AM - 5:00 PM

Friday 6:30 AM -

2:00 PM

Sunday 7:00 AM -

10:00 AM (2-3 scheduled Sundays per month)

POSITION REQUIREMENTS:

Education: High school diploma or equivalent

Experience: Customer Service related work experience is

desired in either a customer facing retail or a call center environment.

Skills:

  • Positive oral

communication skills with the ability to convey care and concern

  • Effective

written communication, problem-solving, mathematical and clerical skills

  • Ability to

work and maintain composure in a fast-paced environment

  • Ability to

learn and utilize web based computer systems to manage accounts and

communicate with customers

  • Understanding

of mobile tablet and digital technologies

  • Professional

phone etiquette

  • Ability to

navigate a computer while on the phone

  • Must have

strong attention to detail

  • Strong

customer service focus

  • Highly

motivated, energetic, self-starter

In accordance

with the Americans with Disabilities Act, the above is intended to summarize

the essential functions of and requirements for the performance of this

job. It is not meant to be an exhaustive

list of miscellaneous duties and responsibilities that may be requested in the

performance of this job.

PHYSICAL DEMANDS AND/OR WORK ENVIRONMENT:

While performing the duties of this job, the employee must be able to use a keyboard, mouse, calculator, and telephone. Frequent sitting, talking, hearing, and occasionally stand, stoop, kneel, crouch, crawl, lift (10 lbs.), distinguish and recognize colors and an ability to adjust vision for close vision work. Ability to sit for long periods of time; ability to create, read and interpret instructions such as operating and procedural manuals Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We thank all applicants in advance for their interest in this position.

USA TODAY NETWORK is one of the top 20digital companies in the country, sharing the list with Google, Facebook, andAmazon. We have over 100 million unique visitors a month. This loyal andlarge-scale following is based on a combination of trusted, fact-checkedjournalism, paired with a deep commitment to helping our local communities, andconstantly pushing our content delivery to be first-of-its-kind in thetech-space. And with over 110 local properties and USA TODAY at the helm,you'll have the luxury of living in a community you love while making anational impact.


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