Customer Service Representative

Newsday Media Group; Melville (NY); Remote; USD 25,000 - 36,000; Full time

Job summary

Newsday Media Group is seeking a detail‑oriented inbound Customer Service Representative to support our high‑volume call center and act as the liaison between Newsday and customers. This role is fully remote with optional in‑office presence in Melville, NY and requires strong problem solving and communication skills.

You will handle inquiries, assist with subscriber renewals, and aim to resolve issues on first contact while documenting interactions in our system.

Qualifications

• Requires a high school diploma or equivalent.
• At least one year of call center experience.
• Proven ability to handle high volumes of calls and support retention.
• Strong written and verbal communication skills.
• Proficient PC skills: Word, Excel, email; basic database navigation.
• Prior sales/negotiation experience is a plus.
• Ability to work a flexible schedule including extended hours, weekends and holidays.

Responsibilities

• Handle a high volume of inbound and outbound calls.
• Manage customer inquiries and resolve issues to improve satisfaction.
• Engage in subscriber win-back calls and retention efforts.
• Escalate issues to supervisors when needed.
• Maintain call center database accuracy and transaction records.
• Provide accurate information and updates to customers.

Skills

Customer service

Communication

Problem solving

Microsoft Excel

Microsoft Word

Typing 30 wpm

Education

High School Diploma

Tools

Microsoft Word

Microsoft Excel

Email software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Representative

Circulation Customer Service Regular Full Time Ind Contributor Melville NY Corporate Center Drive, Melville, NY, US

2 days ago Requisition ID: 1041

Summary of Position

The Inbound Customer Service Representative supports our high volume Call Center and is the liaison between Newsday and its current, former and potential customers. The successful candidate will be able to accept ownership for effectively managing customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and response.

Essential Duties & Functions

• Improve customer retention – understand company programs, services, and offerings provided to customers. Resolving client issues - effective problem solving skills to retain customers.
• Handle a high volume of outgoing calls for subscriber win back and retention.
• Attempt to resell subscription to customers wishing to cancel using customer service techniques while maintaining retention goals for saved subscribers’ accounts.
• Escalate high priority complaints to Division Mangers, Team Leads or Supervisors ensuring immediate and sustained resolution.
• Manage call center database by entering information.
• Fulfills requests by clarifying desired information and completing transactions.
• Requires a high school diploma or equivalent.
• Applicants must possess a minimum of one year of Call Center experience, or extensive training with a focus on high volume customer service, handling customer issues and customer retention.
• Prior sales and negotiation experience a plus.
• Proficient PC skills including Microsoft Word, Excel, email and basic ability to navigate around a complex database systems.
• Capacity for listening, dealing and confrontation, and overcoming objections.
• Excellent verbal and written communication and listening skills and provides complex updates and recommendations with little to no assistance
• Spelling and simple mathematical computation ability
• Prior sales and negotiation experience a plus.
• Excellent customer service orientation and understanding of the customer service process.
• Ability to handle and diffuse conflict and challenging customer service situations.
• Stress tolerance, professional interpersonal skills, probing skills, effective negotiation techniques and multi-tasking abilities.
• Demonstrate analytical abilities to understand billing procedures and make adjustments to customer’s accounts.
• Consent to monitoring of business calls by supervisors/managers in order to assist in training, and to ensure customers are receiving prompt, courteous service and accurate information.
• Ability and willingness to work a flexible and varied schedule to include extended hours, weekends and holidays and adheres to daily schedule.

Physical Requirements

• Close visual acuity required to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
• Talking - ability to converse and engage in dialogue with others via telephone and in person throughout the entire shift.
• Ability to type 30 wpm
• Requires continuous use of computer navigation and typing.
• This is a fully remote position; however, there may be occasions when you are required to come into the office as needed.

Compensation

The hourly rate for this role is $22.00

Newsday Media Group is an equal opportunity employer. Applicants and incumbents are selected, placed, trained, compensated and promoted without regard to actual or perceived sex, race, color, age, national origin, citizenship, marital or domestic partner status, military/veteran status, sexual orientation or preference, gender identity or expression, religion or religious creed, ancestry, physical or mental disability or handicap, status as a victim of domestic violence, or any other characteristic protected by law. In addition, Newsday Media Group provides a reasonable accommodation for applicants/incumbents with disabilities. Please advise Human Resources if you require a reasonable accommodation.