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Part-time Customer Success Representative

Location: Taunton, MA

Description

 

The Boston Globe is looking for a talented individual to join our new and exciting Customer Success Team. As a member of this team, you will play a crucial role in continuing to deliver a Best-In-Class experience to our Boston Globe customer population. 

 
This team operates within the hours of  8am and 5pm  Monday thru  Friday and  8am to 12pm  on Saturday and  Sunday. Selected applicants for this role must be able to work a 28 hour work week. We are currently seeking the following shifts:
 
Mon - Fri (3 shifts, 8hrs each); Sat. or Sun. (1 shift, 4hrs)
 
Training for this position in the first week will require candidates to commit to a  Monday thru  Friday 9-4 training schedule.
 
We encourage quick thinkers, good communicators, and individuals who are willing to learn as part of this dynamic team to apply. The ideal candidate for these roles will have a passion and commitment to being courteous as well as a strong work ethic. 
 

Responsibilities

  • Effectively communicate with customers via telephone, email and chat
  • Maintain an in-depth knowledge of our products (The Boston Globe, BostonGlobe.com, and Boston.com)
  • Coordinate with internal resources to troubleshoot and solve customer issues
  • Provide accurate and timely information to our customers
  • Make use of internal tools for documenting customer interactions and feedback
  • Actively participate in ongoing team and individual training
  • Regularly contribute to process improvements

Skills & Qualifications

  • Minimum 1 - 3 years of customer service experience
  • Experience with the following support channels: telephone, email or chat (telephone is a must)
  • Warm, positive and helpful demeanor with customers
  • Excellent listening skills to efficiently solve problems during first contact or follow-up until the issue is resolved
  • Demonstrated ability to multitask in a fast-paced environment (Quick Thinker)
  • Strong computer skills: web, email, data entry, and Microsoft programs (Outlook, Word, Excel)
  • Above average written communication skills; specifically for online chat feature
  • Availability to work some holidays and weekends

Education

  • High school diploma
  • Associate's Degree or college level coursework a big plus




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Boston Globe Media is an equal employment opportunity employer, and does not discriminate on the basis of race, color, religion, gender, sexual orientation, marital status, age, disability, national origin, citizenship or any other protected characteristic. Boston Globe Media is committed to diversity in its most inclusive sense.