Customer Service Representative

CUSTOMER SERVICE
REPRESENTATIVE (CSR), FT

O'Rourke Media Group is recruiting for a CSR for its excellent, reputable niche brand (The Guide & Maryland Guide) 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 efficiency. Our target is to ensure excellent service standards, respond efficiently to inquiries, and maintain high customer satisfaction.

RESPONSIBILITIES:
• Manage incoming phone calls to incl. lg. 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 different 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: Mon.-Thurs., 8am-5pm; Fri., 8am-4pm.

COMPENSATION: Medical benefits, vision, dental, paid time off, 401(k) savings plan.

APPLY: For immediate consideration, send resume to mswain@theguide.com or go to theguide.com to complete an application.