10-58/ES

Job Title: Customer Support Assistant

Reports to: Online Operations Manager

Department: New Media

# of openings: 1

Class/Grade: Unaffiliated

Pay range: Depends on Experience, DOE

Hours/Week: FT 40 hours / week

Days of the week: Monday - Friday

Start/Stop times: 830am - 530pm

Temporary: No

Position requires Drug Testing for Internal Finalists (yes or no): No

 

Position Outline:

The position works for the New Media Operations team focusing on internal and external customer and product support for the Seattle Times network of sites with special emphasis on our classifieds sites – NWautos, NWhomes, NWapartments, and NWjobs. The position is a subject matter expert on the web based administrative tools that manages ad content, listings and private party and business self service and packages.  S/he will work with Sales and their customers as well as private party customers to setup accounts and execute on packages.  S/he will also troubleshoot issues reported in the systems and work with New Media technical groups and support contacts at 3rd party vendors who host the content in question to address problems.

MAJOR FUNCTIONS

Provide internal customer service working with the New Media and Print advertising sales teams to ensure customer’s/advertiser’s ad placements are properly setup and functioning online

Work closely with classified site producers to provide additional operational support and communication related to the sites

Works closely with Sales Operations, Site Producers and Advertisers to resolve technical, scheduling or billing issues

Provide external customer service to resolve general online listing inquiries sent to the New Media Customer Support group and Webmaster

Help to review, respond and/or manage responses to general inquiries that come to us from customers and readers using our network of sites – seattletimes.com, seattlepi.com, and NW branded sites

Provide external customer service to address questions, concerns, or needs involving customer’s online classified ad listings. Works with Sales Operations, Ad Design, and/or QA on addressing and solving performance and production issues.

Work collaboratively with other members of Operations team and other support partners to identify issues related to site functionality or listing behavior. Exercise judgment in escalating issues that need attention.

SKILLS AND ABILITIES

Successful candidates in this position will possess excellent judgment, a commitment to providing excellent customer service, works efficiently across multiple PC applications, and contributes ideas on how to improve the tools and processes they use and efficiency in their role.

High degree of accuracy, foresight, follow through and sound judgment are required

Must be able to take ownership and proactively resolve issues and problems under minimal to moderate supervision.

Must understand the importance of and deliver on  providing a high degree of communication and visibility in to all operations in this area

Highly analytical, demonstrating meticulous attention to detail

Must endeavor to resolve customer reported issues by using all resources available

Must be able to follow directions to implement methods and procedures, and be able to develop knowledge and skills quickly and retain for the future

Must able to manage internal and external customer expectations when working with competing priorities

Excellent customer service skills, committed to exceptional service and quality

Above average communication skills, both written and verbal. Must be able to communicate directly to customers, peers and all levels efficiently and effectively, representing the division and company appropriately.

Must have a drive to continuously improve, think outside of the box, and develop and present ideas for achieving increased excellence and efficiencies

Flexible yet assertive with great interpersonal skills – diplomacy, tact, and relationship building, with the ability to develop strong working relationships in situations where team members have conflicting goals and objectives

Strong problem solving skills

Proficient in Windows/PC platform, MS Office Applications, and proven experience developing experience in business applications

Strong attention to detail, yet able to keep big picture in perspective

Must exercise good judgment (know when and when not to make a decision)

Must be able to manage time and balance multiple priorities and projects with equal priorities

Must be flexible and learning and developing open to new ideas and methods

 

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required.

Office environment

Minimum Requirements (including physical capabilities):

SEE ABOVE

Preferred Experience:

Bachelor’s degree preferred

Two years experience working in any customer service environment

Two years working with technology-supported processes preferred

Experience utilizing AdMARC/STC mainframe billing system preferred, not required

Posting Date: Thursday, August 26 - Wednesday, September 1