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Customer Relations Representative

Location: St. Petersburg, FL
Date Posted: 10-31-2017
About the Company
The Times, which is Florida's largest daily newspaper, has been part of the Tampa Bay community for more than 130 years. Locally owned and independent, the Times has long been celebrated for its outstanding and credible journalism, practiced with integrity in the public interest and has been ranked among the Top 10 newspapers in the country. It has chronicled the Tampa Bay region’s growth with outstanding journalism, winning 12 Pulitzers and numerous other awards along the way.

The Role
We are looking for part-time customer service representatives to work up to 28 hours per week with previous customer relations experience and exceptional interpersonal/communication skills. Assist subscribers by phone and dispatch subscriber delivery information to Home Delivery. The position will be located at our office on 490 1st Avenue South, Saint Petersburg, FL 33701. Stating rate of pay is $9.50 hr.

Duties and Responsibilities 
  • Answer calls and respond to emails 
  • Handle customer inquiries both telephonically and by email
  • Research required information using available resources
  • Manage and resolve customer complaints
  • Provide customers with product and service information
  • Enter new customer information into system
  • Update existing customer information 
  • Process orders, forms and applications
  • Identify and escalate priority issues
  • Route calls to appropriate resource
  • Follow up customer calls where necessary
  • Document all call information according to standard operating procedures
  • Complete call logs
  • Produce call reports
  • Other duties as assigned.

Education and/or Experience 
  • Minimum one (1) year of experience in a call center or customer service environment 
  • Proficient in relevant computer applications
  • Must have exceptional interpersonal/communication skills
  • Knowledge of customer service principles and practices
  • Knowledge of call center telephony and technology
  • Good data entry and typing skills
  • Knowledge of administration and clerical processes
  • Must be able to type a least 30 wpm with good grammatical skills
  • Must be able to work in a fast-paced environment
  • Availability Mon – Fri, between 6am - 5pm and a weekend rotation Saturdays, 7am – 11am, Sundays, 8am – 11am.

Desired Competencies 
Adaptability 
  • Accepts criticism and feedback
  • Adapts to changes in the work environment
  • Changes approach or method to best fit the situation
  • Manages competing demands 
Communications 
  • Exhibits good listening and comprehension
  • Expresses ideas and thoughts in written form
  • Expresses ideas and thoughts verbally
  • Keeps others adequately informed
  • Selects and uses appropriate communication methods 
Conflict Resolution 
  • Confronts difficult situations
  • Encourages open communications
  • Keeps emotions under control
  • Maintains objectivity
  • Uses negotiation skills to resolve conflicts 
Customer Service 
  • Displays courtesy and sensitivity
  • Manages difficult or emotional customer situations
  • Meets commitments
  • Responds promptly to customer needs
  • Solicits customer feedback to improve service 
Problem Solving 
  • Develops alternative solutions
  • Gathers and analyzes information skillfully
  • Identifies problems in a timely manner
  • Resolves problems in early stages
  • Works well in group problem solving situations 
Written Communications 
  • Edits work for spelling and grammar
  • Presents numerical data effectively
  • Varies writing style to meet needs
  • Writes clearly and informatively 

Benefits for Part-Time Eligible Employees 
  • Weekly paycheck
  • Performance Incentive Pay
  • Flexible work environment
  • Business casual dress code
  • Potential for internal growth opportunity
  • Rotating weekends 

How to Apply
Interested applicants should apply through the Tampa Bay Times careers portal at http://tampabaytimes.catsone.com/careers/ or email your resume to
recruiting@tampabay.com.
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