Circulation Call Center Representative

Position Summary

The Newspaper Circulation Call Center Representative is responsible for providing exceptional customer service to subscribers and prospective customers. This role handles inbound and outbound calls related to subscription inquiries, delivery issues, billing questions, account updates, retention efforts, and general support. The ideal candidate is customer-focused, detail-oriented, and able to work in a fast-paced environment while maintaining a positive and professional attitude.

Key Responsibilities:

• Answer incoming calls from subscribers regarding delivery problems, missing papers, vacation holds, and account status.
• Provide prompt and effective solutions while ensuring a positive customer experience.
• Document all customer interactions accurately in the system.
• Assist customers with starting new subscriptions, renewing existing accounts, or upgrading products.
• Process cancellations and attempt retention through strong product knowledge and customer engagement.
• Explain subscription options, promotions, and pricing clearly and accurately.
• Handle billing inquiries and process payments as needed.
• Update and maintain customer account information including addresses, delivery instructions, and contact details.
• Communicate delivery concerns or routing issues to the distribution team for quick resolution.
• Collaborate with supervisors and teammates to ensure consistent service quality.
• Meet or exceed call center performance metrics, including call quality, resolution rate, and productivity standards.
• Follow company policies, privacy guidelines, and professional communication standards in all interactions.
• Other duties as prescribed.

Required Knowledge, Skills & Abilities:

• Strong verbal communication and active listening skills.
• Ability to multitask, manage time effectively, and handle stressful situations professionally.
• Basic computer literacy and comfort navigating multiple applications.
• Customer-focused mindset.
• Patience, empathy, and problem-solving ability.
• Reliable, punctual, and able to work scheduled shifts, including weekends or early mornings if required.

Education & Experience

• High school diploma or equivalent.
• Previous customer service or call center experience preferred.

Working Conditions:

• Fast-paced call center environment handling a high volume of calls.
• Call center or office environment; remote or hybrid work may be available depending on company policy or business needs.
• May require working holidays or peak periods related to newspaper production.

Disclaimer:

This job description is not intended to be an exhaustive list of all responsibilities, duties, or qualifications associated with this role. Management may modify or assign additional tasks as business needs evolve.

Benefits:

CherryRoad offers a comprehensive benefits package for full-time employees that includes health insurance (medical, dental, and vision, paid time off, paid sick time, paid holidays, and a 401(k) retirement plan with employer contributions. Part-time employees are eligible for paid sick time and the 401(k) plan.

CherryRoad is an Equal Opportunity Employer. We consider all qualified applicants without regard to legally protected characteristics, including race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected category under federal, state, or local law.

CIRCULATION CALL CENTER FULL BUSINESS HOURS

* Monday through Friday from 7AM to 6PM ET (6AM to 5PM CT)

* Saturday & Sunday from 7AM to 12PM ET (6AM to 11AM CT)

The Circulation Call Center provides coverage 7 days a week, with abbreviated hours on Saturday and Sunday and on some holidays and is only closed on January 1st and December 25th. While each call center rep is assigned a workweek schedule, there is a rotating schedule for covering weekends and weekday holidays.

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