Customer Service Associate

Recognition Media; Ashland (KY); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401(k) Retirement Savings Plan

Life insurance

Bonus program

Job summary

Recognition Media seeks a Customer Support Associate to actively listen and creatively solve problems, delivering an exceptional customer experience.

The role is hybrid (three days in-office, two days remote) in Ashland, KY, reporting to the Director of Customer Support. Ideal candidates are organized, resourceful, and collaborative with prior customer service or account management experience.

Qualifications

• Prompt and reliable attendance.
• Excellent written and verbal communication.
• Ability to multitask and perform in a fast-paced environment.
• Strong computer skills and familiarity with standard applications, email, and internet.
• Experience with Microsoft Office and/or Google Suite and at least one major AI platform (Claude, ChatGPT).
• Salesforce experience is a plus.

Responsibilities

• Assist in day-to-day operation of award programs: respond to inbound emails and phone calls, process orders, data entry, and fulfillment.
• Become a subject matter expert on one or more award programs to improve customer experience.
• Respond to customer inquiries promptly, with a compassionate, solution-oriented approach.
• Collaborate with Customer Service to manage inbound contacts efficiently and relay feedback to owners.
• Identify and resolve product and service problems quickly and completely.

Skills

Communication

Multitasking

Office software

AI platforms

Phone & email handling

Team collaboration

Problem solving

Tools

Microsoft Office

Google Suite

Claude

ChatGPT

Salesforce

Job description

We are a creative and Internet industry recognition company. Our organization owns and operates the industry’s leading awards programs, including The Webby Awards – the Internet industry’s most coveted prize, in addition to The Anthem Awards, The Telly Awards and more. Our award brands play a critical role in the creative, social impact and digital marketplaces – signaling which companies and professionals are the best and which projects are setting standards of excellence. While creativity and technology are at the core of what we do, a passion for the industry and people using it to drive change is what drives us.

Recognition Media embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Position Summary

We are looking for a Customer Support Associate who can actively listen and solve problems creatively to provide a great customer experience. The ideal candidate will be highly organized, resourceful, persistent, and collaborative, with previous customer service or account management experience.

This is a hybrid role (three days in-office, two days remote) in our Ashland, KY office that reports to our Director of Customer Support.

Responsibilities

• Assist in the day-to-day operation of our various award programs, including: answering inbound emails and phone calls from customers, ordering merchandise inventory, data entry, assisting on promotional mailings and merchandise processing and fulfillment
• Become a subject matter expert on one or more award programs in order to provide helpful solutions to customers’ problems and improve their overall experience
• Respond to customer inquiries in a timely, compassionate and solution-oriented way
• Collaborate with the Customer Service team to address inbound customer contacts in the most efficient way possible, and provide important customer feedback updates to business owners
• Identify and resolve product and service problems quickly, efficiently and completely

Requirements

• Prompt and regular attendance
• Excellent communication skills, both written and verbal
• Ability to multitask, handle pressure, adapt, and excel in a fast-paced work environment
• Strong computer skills with experience using standard applications, e-mail, and the Internet
• Experience with Microsoft Office and/or Google Suite (Gmail, Google Docs, etc.) and at least one major AI platform (Claude, ChatGPT)
• Salesforce experience is a plus (but not required)
• Comfortable operating in several applications simultaneously
• Ability to operate and troubleshoot a variety of additional office equipment, including high volume printers and multi-line telephones

Compensation and Benefits

• Competitive compensation package with generous incentive-based bonus program
• Comprehensive health care plan (health, dental, vision) with 100% of employee premiums (and 70% for dependents) paid by company
• Annual enrollment options for FSA program, 401(k) Retirement Savings Plan, and TransitChek/Commuter program.
• Company-sponsored life insurance benefit
• Paid annual leave, paid time off and paid sick leave