Address
Form of work
SalaryWORK SCHEDULE
Monday thru Friday from 9am to 530pm.
Job Summary
The Customer Support Representative serves as PCF’s primary point of contact for all Newspaper clients, Locked Building contacts, distributors to ensure timely, professional, and satisfactory service is provided by our PCF plants and distributors
Essential Functions & Responsibilities
- Provide exceptional customer service support with excellent written and phone communication skills.
- Provide Customer Support, locked building, and distribution recruitment assistance for PCF operations.
- Serve as primary central support and contact for all Newspaper clients, subscribers, distributors, delivery partners, and other clients.
- Ensure all customer issues needing escalation to PCF plant and distributor field operations are communicated and serve as liaison between customer and field operations to facilitate the resolution of customer issues and requests.
- Effectively communicates escalated or unresolved issues from Newspaper clients, distributor, subscribers to PCF field operations in a timely manner.
- Provide Locked Building support for delivery area plants we serve by updating locked building cases, arranging appointments for key pickups, obtaining building codes, ensuring accounts are updated with delivery, address, and special instructions.
- Provide operations recruitment assistance by screening candidates and assigning qualified candidates to Human Resources and scheduling interviews directly with distribution plant managers.
- Provides timely feedback to PCF management team regarding service issues or customer concerns.
- Conducts all interactions in a positive and professional way.
- Provide consistent accuracy and quality of support in all communications such as researching the correct account, escalating to the correct plant, correct client, correct product, etc.
- Takes initiative to effectuate service issue resolution.
- Receives and enters data into various systems such as O365, SharePoint, RingCentral phone system, NYT Sugar system, Dart, HigherMe, MS Teams, Filezilla, Freshservice, etc.
- Accurately completes administrative duties such as call logs and various reports.
- Meets deadlines and reporting expectations.
- Other duties as assigned.
Competencies
Action Oriented
Customer Focus
Functional and Technical Skills
Composure
Integrity & Trust
Listening and Attention to Detail
Knowledge, Skills & Abilities
Technical and Functional
- Strong knowledge of Microsoft Office O365 applications. Outlook, Word, Excel
- Experienced in a multi-state and multi-facility operating environment.
- Must exhibit ability to generate large volume of work while maintaining integrity of data in a well-organized manner.
- Ability to work overtime as needed.
- Ability to work remotely.
- Ability to work with minimal supervision
- Good verbal and communication skills in person and on the phone.
- Excellent verbal and written communication skills
- Ability to navigate various software applications
- Ability to operate basic office equipment
Required Physical Abilities
- Ability to be stationary for extended periods of time.
Working Environment
- Flexible schedule to include weekends
- Maintains a clean and organized work environment
- Occasional travel to PCF facilities
Experience, Education and Certifications Required
Experience Required
- Customer service experience preferred
Required Educational Level
- Requires high school diploma or equivalent
Other Certification:
- None
