Subscriber Customer Support Representative

The Herald Advocate/Champion Media

Pay Rate: $10-$11/hr plus monthly commission

About Us: At Champion Media, our publications have a rich history of serving their communities for well over 100 years, providing news, entertainment, and a voice for the people who call these towns and cities “homes.” In addition to print newspaper, we are proud of the innovative digital products and services we provide our readers and advertisers. Our digital channels allow us to connect with people in new and exciting ways, providing timely updates, breaking news, photo galleries, and video content across all devices.

Job Summary: We are seeking an organized, proactive Subscriber Customer Support Representative to manage our front office operations. In this role, you will be the primary point of contact for readers and local businesses, balancing subscriber support, outbound phone sales, advertising coordination, and essential local administrative tasks.

What Will I Be Doing?

• Subscriber Support: Set up new print/digital accounts, update delivery addresses, and process vacation holds or cancellations.

• Delivery Resolution: Field complaints regarding late, missed, or damaged newspapers with a professional, empathetic approach and coordinate with the distribution/delivery teams to resolve them.

• Payment Processing: Process subscription payments, update credit card information, and answer billing or renewal inquiries.

• Sales & Advertising: Assist local businesses with purchasing classified ads, obituaries, and display advertising space.

• Lead Generation: Reach out to local companies to sell newspaper ad packages and secure sponsorships for holiday/special pages.

• Account Coordination: Guide advertisers through the ad-building process, ensuring ad copy meets publication deadlines, and managing the billing for these services.

• Customer Interaction and Communication: Answer incoming calls, emails, and online inquiries in a prompt and professional manner.

• Record Keeping: Log customer details, sales, and resolutions into the newspaper's Customer Relationship Management (CRM) system.

• General Information: Providing readers with information on newspaper policies, article archives, and special promotions.

• Legal Advertising and Court House Delivery: Walk probate affidavits and legal documents directly over to the courthouse across the street.

• Street Tickets: Assist with the weekly preparation of "street tickets" provided to the carrier as receipts for paper distributors. This consists of the carrier dropping his collections in our drop box when he is finished with his route. The CSR will then be responsible to count, document and deposit the cash followed by sending accounts receivable an e-mail with a copy of the deposit slip.

Do I Have What It Takes?

• Experience: Previous customer service experience is preferred, but a positive, professional attitude is a must.

• Technical Proficiency: Strong computer skills are essential for navigating our ad placement and circulation systems.

• Attention to Detail: Accuracy is a top priority, particularly when handling legal notices and client accounts.

• Communication Skills: Exceptional verbal and written communication skills; comfortable making outbound sales and renewal calls.

• Notary Public: Active Notary Public commission is highly preferred (or the willingness and ability to become bonded/commissioned upon hire).

Benefits: We offer a comprehensive benefits package that includes medical, dental, and vision insurance, health savings account, paid time off, and opportunities for professional development.

Champion Media provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This includes providing policies for reasonable accommodations. This policy applies to all employees and applicants, as well as contractors, interns, volunteers, and any others conducting business with or on behalf of Champion Media. It applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.