Circulation Call Center Representative

CherryRoad Tech Inc • Hutchinson, KS

7h

About The Position

The Newspaper Circulation Call Center Representative is responsible for providing exceptional customer service to subscribers and prospective customers. This role handles inbound and outbound calls related to subscription inquiries, delivery issues, billing questions, account updates, retention efforts, and general support. The ideal candidate is customer-focused, detail-oriented, and able to work in a fast-paced environment while maintaining a positive and professional attitude.

Requirements

• Strong verbal communication and active listening skills.
• Ability to multitask, manage time effectively, and handle stressful situations professionally.
• Basic computer literacy and comfort navigating multiple applications.
• Customer-focused mindset.
• Patience, empathy, and problem-solving ability.
• Reliable, punctual, and able to work scheduled shifts, including weekends or early mornings if required.
• High school diploma or equivalent.

Nice To Haves

• Previous customer service or call center experience preferred.

Responsibilities

• Answer incoming calls from subscribers regarding delivery problems, missing papers, vacation holds, and account status.
• Provide prompt and effective solutions while ensuring a positive customer experience.
• Document all customer interactions accurately in the system.
• Assist customers with starting new subscriptions, renewing existing accounts, or upgrading products.
• Process cancellations and attempt retention through strong product knowledge and customer engagement.
• Explain subscription options, promotions, and pricing clearly and accurately.
• Handle billing inquiries and process payments as needed.
• Update and maintain customer account information including addresses, delivery instructions, and contact details.
• Communicate delivery concerns or routing issues to the distribution team for quick resolution.
• Collaborate with supervisors and teammates to ensure consistent service quality.
• Meet or exceed call center performance metrics, including call quality, resolution rate, and productivity standards.
• Follow company policies, privacy guidelines, and professional communication standards in all interactions.
• Other duties as prescribed.

Benefits

• health insurance (medical, dental, and vision
• paid time off
• paid sick time
• paid holidays
• a 401(k) retirement plan with employer contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED