T he Gu i de • 12- 18- 24 CUSTOMER SERVICE REPRESENTATIVE O’Rourke Media Group is recruiting for a full-time CUSTOMER SERVICE REPRESENTATIVE (CSR) for its excellent, reputable niche brand (The Guide & Maryland Guide) and local print shop (Sussex Printing) in Seaford, Delaware. Our CSRs act as a liaison to provide product and service info., answer questions, and resolve any emerging issues that our customer accounts might face with accuracy and eciency. Our target is to ensure excellent service standards, respond eciently to inquiries, and maintain high customer satisfaction. RESPONSIBILITIES: • Manage incoming phone calls to include large volumes during deadlines. • Identify and access customers’ needs to achieve satisfaction • Provide accurate, valid and complete information to ensure a solution to any customer complaint • Maintain records of customer interactions • Develop & process classified ads • Collect and process payments • Follow communication procedures, guidelines and policies • Customer retention QUALIFICATIONS: • Strong phone contact handling skills and active listening • Must be genuinely excited to help customers. • Able to adapt/respond to dierent types of characters • Able to work with a team • Excellent computer skills and experience in Microsoft software and able to keyboard at least 35 wpm. • Ability to acquire an above knowledge of our advertising processing software • Commitment to complete tasks while providing quality work • Able to provide precise and accurate edits in a fast-paced setting to ensure deadlines are met • Dependable with the ability to work under pressure to meet publishing deadlines • Knowledge of multi-line telephone system preferred • Prior customer service experience is a plus HOURS: Monday-Thursday, 8am-5pm; Friday, 8am-4pm. BENEFITS: Medical benefits, vision, dental, paid time o & 401(k) savings plan. For immediate consideration, send a resume to mswain@theguide.com or go to www.theguide.com to complete our online application.
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