Job Details

Level: Experienced

Job Location: 7031 Virtual NJ - New Jersey, NJ

Position Type: Full-Time

Education Level: Not Specified

Salary Range: $16.00 - $17.00 Hourly

Travel Percentage: None

Job Shift: Day

Job Category: Customer Service

Description

WORK SCHEDULE

Remote Position - 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.

Qualifications

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

PCF jobs

Customer Support Agent