Customer Care Representative

200 The Atlantic Monthly Group LLC; Washington (District of Columbia); Ibrido; USD 23.000 - 33.000; Tempo pieno

Vantaggi offerti da questo lavoro

Quarterly $1,000 performance-based bon

Remote eligible

Descrizione del lavoro

The Atlantic is seeking an experienced Customer Care Representative to handle one-on-one interactions via email, phone, and chat, delivering prompt, professional service to every customer. You will relay feedback, report trends, and suggest improvements to support retention and business goals, reporting to the Director, Customer Care.

You will be a brand ambassador, maintaining a high level of service even during busy periods, and helping ensure excellent customer experiences across channels.

Competenze

• 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.

Mansioni

• Handle customer inquiries across phone, email, and chat.
• Provide friendly, professional service and build rapport.
• Relay customer feedback to the director and department.
• Identify and report trends.
• Suggest improvements to streamline customer communication.

Conoscenze

Superior customer communication

Brand representation

Excellent verbal and written

Multi-channel handling

Feedback reporting

Descrizione del lavoro

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.

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.

At The Atlantic, our Work Experience is the combination of everything that's unique about us: our culture, our core values, our commitment to advancing ideas that matter and sparking global conversation, but most importantly, it's our people. Our employees are generous, hardworking, curious, trustworthy, humble, and truthful. They live for opportunities to collaborate and make a difference. The Atlantic looks for three “pillar gifts” in you, and everyone else. In all of us, these are more aspirational than actual, but they are central in our intentions.

SPIRIT OF GENEROSITY

The Atlantic seeks in its ranks a spirit of generosity—a natural disposition in each colleague toward service and selfless conduct.

FORCE OF IDEAS

At the center of The Atlantic is a belief in the power of ideas. Our highest work is bringing rigor, insight, and honesty to their examination. We endeavor to cultivate new ideas, challenge existing ones, and seek out those that otherwise might go unheard. We do this because ideas have consequences—the power to shape our lives, our work, and the world around us.

SENSE OF BELONGING

The Atlantic was founded in 1857 as a home for intellectual debate, but also in opposition to the great moral injustice of its time. More than a century and a half later, we continue to believe our purpose is larger than ourselves. At its best, our culture reflects this calling. It is characterized by goodwill and a deep sense of mutual concern. Our goal is not consensus—on the contrary, our best work may be born of spirited exchange and a diversity of views. What brings us together is a commitment to the mission of the Atlantic, to our readers, and to one another.

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