PT Customer Service Specialist- Switchboard Operator

Tribune Publishing
Oct 08, 2016
Oct 19, 2016
Employer Type
Direct Employer
Employment Type
Full Time

Direct incoming phone calls to the appropriate individual/department. When necessary, provide needed information to customers by maneuvering through Tribune Publishing web-sites, referencing materials/updates, etc. Maintain knowledge of changes in various department/personnel to insure calls are being routed correctly.

Part time hours will be 4pm-8pm


* Demonstrate and maintain knowledge of product, procedures and services by utilizing all reference materials.

* Keep management informed of trends/complaint calls/quality issues to assist in overall company planning.

* Handle all customer calls (internal and external) in a professional manner by utilizing effective communication skills.

* Answer incoming calls with urgency in order to achieve department talk time and average hold time goals.

* Listen attentively to customer requests, adhering to quality call guidelines to ensure the highest level of professionalism

* Utilize a clear, personable and interested voice tone at all times.

* Accurately direct calls.

Support the CS Shared Services Team by completing various tasks.

* Accurately process DSI entries and mail correspondence, and other duties as assigned.

* Demonstrate knowledgeable of Word and Excel and Outlook

* Update Switchboard directory/reference materials as needed

* Check emails and respond as needed

* Document procedures

* Demonstrate clear understanding that phones are first and adjust schedule as needed

* Support team with a can-do attitude and assist with work volume to ensure deadlines are met.

* Recommend opportunities to streamline/improve processes for efficiencies

* Demonstrate a solid knowledge of our customers and what they needListen to understand the customer and make every effort to make the customer's experience a positive


* 2+ years of customer service experience or Associates Degree

* Proficient with Excel and Word

* Ability to type 40+ wpm

* Great communication skills

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