Circulation Support Specialist

Circulation Support Specialist

Our customers are the reason our company exists; they define our purpose. It is the responsibility of every employee, regardless of department or position to provide exemplary customer service to every customer, whether they are readers, advertisers or co-workers.

SUMMARY
The Customer Service Representative is the primary contact for transactions between the circulation department and its customers. The Customer Service Representative provides service in person, over the phone and through online communications; takes customer payments personally, through credit card/debit card transactions, and from the mail service.

The Customer Service Representative administers transactions for subscribers, non- subscribers, and contractor-
requested transactions. Operates through the VisionData system for maintaining data base customer records and department transaction reports.

DUTIES AND RESPONSIBILITIES
All functions must be performed within established company standards for quality and quantity of work, and other qualification standards such as attendance and rules of conduct, other duties may be assigned.

• Provide telephone assistance to subscribers, non-subscribers, contractors, vendors and other departments request-
ing assistance in areas such as starting a subscription, stopping a subscription, communicating service issues,
missed delivery, shorts, etc.
• Return customer service calls within 24 hours
• Participate in customer retention calls and sales, vacation packs and Newspapers in Education.
• Administers transactions on all customer/circulation system modifications.
• Enter data for status changes on households in the circulation VisionData system.
• Process circulation reports, bundle tops and labels.
• Support all circulation initiatives through day-to-day follow-up on all subscriber/non-subscriber activities as        as-signed.
• Assist in single copy return counts and coin collecting as assigned.
• Process day-ends
• Process payments & refunds
• All other duties as assigned.

MINIMUM QUALIFICATIONS

* GED or High School Diploma

SKILLS/ABILITIES

• Ability to work in a team-based environment.
• The ability and skill to effectively communicate and interact personally or by telephone with team members,        customers, clients and other employees of the organization in a professional and courteous manner is                  essential.
• Ability to apply principles of logical thinking in defining problems, collecting data, establishing facts, and            drawing valid conclusions in standard situations.
• Ability to interpret a variety of instructions and apply common sense understanding furnished in written, oral, diagram,
schedule, and mathematical form while dealing with several variables.
• Able to use a computer.
• A reliable source of transportation is required to reach and personally service clients.

* Other Duties as assigned

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee is frequently required to stand and walk. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The nature of the position requires the employee to work under moderate to heavy pressure while adhering to regularly scheduled deadlines on a daily, monthly and annual basis. Additional hours may be required.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to travel outside the office including long distance through alternative means of transportation, and may be exposed to outside weather conditions. The noise level in the office work environment is usually moderate