Job Description

St. Paul Pioneer Press, a subsidiary of MediaNews Group, is seeking a Customer Service Representative to join the team! MediaNews Group offers news reporting and third party advertising and marketing opportunities through its multi-platform products which include: web, mobile, tablet, and print. We are one of the largest media groups in the U.S., serving high-value audiences and connecting advertisers to them. MNG publishes award-winning content (49 Pulitzers) that amasses and engages a nationwide audience via 800 multi-media platforms including web, mobile, social, and print. We are transforming the news industry.

The Customer Service Representative provides superior customer service to all persons who contact the St Paul Pioneer Press. They demonstrate professional, excellent communication skills by phone, email or in-person, as needed. The Customer Service Representative conducts classified advertising sales, telephonic switchboard duties, fulfills obituary advertisement requests and are the general first point of contact for many customers or the public contacting the company.

Responsibilities

• Provide superior customer service to all customers & callers who contact the call center by phone, e-mail or walk-in.
• Sell advertising space to customers either calling the newspaper to place classified ads, sending them electronically, walk-ins or outbound calling for special projects when needed.
• Work with funeral homes and private parties for obituary placements in the newspaper and online. Customer Service Representatives are comfortable having these conversations and correspondences while showing a professional level of care and sensitivity.

• Maintain familiarity with Pioneer Press newspaper, e-edition and website on a daily basis in order to assist customers and the public. May provide information such as articles, columns, sports scores, basic audit and readership figures, advertising rates and details on company events and promotions.

• Demonstrate reliability, punctuality & accountability by showing up to work on time in order to maintain the flow of calls & needed customer service in the call center and/or front counter for coverage.
• Achieve sales & productivity targets while collaborating effectively in a team environment.
• Perform switchboard functions for customers calling into the newspaper.
• Communicate effectively verbally & in writing with internal & external customers & co-workers.
• Attend & participate in on-going sales seminars and training sessions as requested.
• Solicit expiring ads for all non-contract classified advertising.
• Handle all non-contract billing corrections & adjustments for advertisements currently running in the newspaper or already billed.
• Handle all general correspondence from non-contract classified advertisers & subscribers.
• Complete other job duties and projects as assigned.

Qualifications

• Associate's or Bachelor's degree preferred. High school diploma / GED required.
• 2 years of previous sales or customer service experience either in-person or by phone required.
• Excellent communication skills including verbal, written and active listening.
• Demonstrates a courteous, positive and professional manner on the phone and in writing reflecting sincerity.
• Ability to use consultative sales skills (training will be provided) for inbound and outbound advertising sales.
• Able to compose professional email communications and ad copy doing so timely to meet deadlines.
• Proficient in Microsoft Word and has familiarity with the Microsoft Office Suite.
• Proficient in Gmail and is comfortable with navigating Google Suite programs including Drive, Docs and Forms.
• Able to perform basic mathematical calculations.
• Enjoys working as part of team in a dynamic environment. Demonstrates a willingness to be adaptive with change.

Work Environment

This job operates in a professional office environment and at the Company and client sites for business meetings and presentations. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

• Call Center Hours: Mon-Fri 8:00 am to 5:00 pm, Sat 10:00 am to 2:30 pm and Sun 12:00 pm to 3:00 pm.
• Temporarily working in a remote work environment (normally onsite). Despite being mainly remote currently there may be limited onsite training to attend in person at our office location in St Paul.
• Primarily working at a desk taking incoming calls 90% or more of the time during scheduled shifts.
• Must be able to regularly work a part-time schedule of 15-20 hours a week including weekends. Weekend availability including Saturdays and Sundays is required (will be scheduled at least 1-2 weekend shifts per month).

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. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms and requires the ability to occasionally lift office products and supplies up to 30 pounds.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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