Customer Care Representative

The Atlantic; Washington (District of Columbia); Remote; USD 23,000 - 33,000; Full time

Benefits offered by this job

Bonus incentive

Job summary

The Atlantic is seeking an experienced customer care representative to engage customers across email, phone, and chat channels. You will deliver high-quality, prompt, and professional service while capturing feedback, reporting trends, and proposing improvements to support retention and business goals.

You will report to the Director, Customer Care. Responsibilities include handling inquiries across all channels, maintaining a friendly demeanor, relaying insights to leadership, and identifying

Qualifications

• Excellent track record of providing superior customer communication.
• Ability to be a brand representative with one-on-one interactions.
• Outstanding communication skills.
• Ability to maintain a high level of service during active periods.
• Represent the customer and their needs internally.

Responsibilities

• Handle customer inquiries via phone, email, and chat.
• Provide friendly, professional service with a customer-first approach.
• Relay customer feedback to the director and department.
• Identify and report trends in customer interactions.
• Suggest ways to improve and streamline customer communication.

Skills

Excellent communication

Brand representation

Multi-channel support

Job description

The Atlantic is hiring an experienced customer care representative who will be tasked with handling one-on-one customer interactions through email, phone, and chat channels. This role will be accountable for delivering high-quality, prompt, and professional service to every single customer. Additionally, customer care representatives will be tasked with sharing feedback, reporting on any trends, and making suggestions for ways to improve customer experience and support our retention and business goals. This role will report to the Director, Customer Care.

Responsibilities

• Ability to expertly handle customer inquiries in all channels: phone, email, and chat
• Friendly bedside manner and a love for connecting and chatting with customers
• Relay customer feedback to the director and department
• Identify and report trends
• Recommend ways to improve and streamline customer communication

Qualifications

• Excellent track record of providing superior customer communication
• Ability to be a brand representative with one-on-one interactions
• Outstanding communication skills
• Ability to maintain a high level of service during active periods
• Represent the customer and their needs internally

Hourly rate: $20.48 (40 hours per week = $42,600 annual)

Overtime: $30.72 (1.5 hourly rate)

This role is remote eligible.

Bonus Incentive

• Quarterly $1,000 performance-based opportunity ($4,000 annual)
• Based on performance metrics like customer satisfaction scores, success rates, average handle time, cancel saves, upsells
• Delivered in the first month of each quarter, based on the prior quarter’s activity
• First opportunity is first quarter of 2027 prorated based on start date and Q4 2026 activity

About The Atlantic

The Atlantic has, for more than 160 years, advanced ideas that matter and sparked global conversation on the most important issues of our time. We aim to bring clarity and original thinking to questions of consequence, on topics ranging from politics, the economy, and global affairs to technology, science, and culture. As the third-longest-running magazine in America, we find ourselves at a remarkable moment: one of both continuation and transformation, of upholding our legacy while continuously reinventing ourselves for the future.

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The Atlantic Monthly Group LLC ("The Atlantic") is an Equal Opportunity Employer. The Atlantic is committed to diversity and encourages members of traditionally underrepresented communities to apply, including women, LGBTQ people, people of color, and people with disabilities. We do not discriminate against our applicants because of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.

Job offers to work at The Atlantic are contingent upon the candidate’s successful completion of reference checks and compliance with The Atlantic's COVID-19 vaccination policy. The Atlantic requires all employees to be vaccinated against COVID-19, including subsequent boosters, and submit proof of vaccination status. Employees who cannot receive the vaccine because of a disability/medical contraindication or sincerely-held religious belief may request an accommodation (e.g., an exemption) to this requirement.