Publisher Support Specialist

The Juris Agency; Kansas City (MO); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Life Insurance

Health Insurance

Dental Insurance

Vision Insurance

Retirement Plan

Mon-Fri Schedule

Hands on Training

Job summary

City Lifestyle in downtown Kansas City, MO is seeking a Customer Support Specialist to provide exceptional day-to-day support to our network of Publishers. You will handle tickets, email, and phone inquiries while helping with billing, contracts, advertising, and editorial content.

Our ideal candidate communicates well, stays organized in a fast-paced environment, and proactively identifies recurring issues to improve the customer experience. Mon-Fri schedule with hands-on training.

Qualifications

• Previous customer service experience is helpful but not required.
• Degree or education in Communications or a related field is a plus.
• Full-time onsite position.
• No travel required.
• Ability to sit or stand for extended periods while working at a computer.

Responsibilities

• Provide timely, professional, and courteous support to City Lifestyle Publishers through tickets, email, and phone.
• Prioritize and resolve support tickets based on urgency, deadlines, and impact.
• Follow up on transferred and pending tickets to ensure thorough service and keep the original sender informed of progress.
• Assist Publishers with questions related to billing, contracts, advertising, editorial content, magazine production, print, and distribution.
• Help Publishers troubleshoot issues with City Lifestyle systems, including CRM, CityLifestyle.com, and investigate complaints before escalating them to the Development team.
• Provide immediate problem-solving support while educating Publishers on company systems, processes, products, and services.
• Make administrative updates and revisions to customer accounts, including: Processing payments, refunds, payment-method changes, and ACH payments.
• Pausing and rescheduling advertising insertions when requested.
• Processing contract changes, including changes to advertising sizes or placements.
• Managing ad placements on client contracts.
• Forward appropriate customer inquiries and community member tickets to Publishers.
• Assist community members who request removal of their address from a publication.
• Communicate content policy decisions and updates in accordance with company guidelines.
• Make phone calls to professionally and amicably resolve escalated requests or issues.
• Recognize recurring issues, investigate root causes, and develop long-term solutions to improve processes and reduce repeat requests.
• Consistently look for ways to simplify processes and enhance the experience for our Publishers and customers.
• Participate in onsite company and cultural activities as requested.

Skills

Customer service

Communication

Organization

Time management

Problem solving

Fast learner

Adaptability

Attention to detail

Education

Communications degree

Job description

City Lifestyle in downtown Kansas City, MO is seeking a Customer Support Specialist to provide exceptional day-to-day support to our network of Publishers. You will handle tickets, email, and phone inquiries while helping with billing, contracts, advertising, and editorial content.

Our ideal candidate communicates well, stays organized in a fast-paced environment, and proactively identifies recurring issues to improve the customer experience. Mon-Fri schedule with hands-on training.