Customer Care Specialist

Star Tribune Company•Minneapolis, MN

3d•Onsite

About The Position

The Minnesota Star Tribune is an innovative modern media organization building on an extraordinary 159-year legacy. With seven Pulitzer Prizes and numerous other accolades, we stand as a beacon of journalistic excellence in Minnesota. We are the heart and voice of the North. Our mission is to build a better Minnesota by connecting us with the people, ideas, and stories that strengthen our communities. We’re seeking dynamic leaders who are passionate about journalism and democracy to help shape this future. If you are excited about reinventing one of our state’s most trusted institutions and leading us into a new era of growth and excellence, we want to hear from you. The Consumer Support Representative at our headquarters in Minneapolis MN is responsible for answering incoming calls and electronic communication regarding subscriptions, entering new customer orders, answering product questions and taking payments, as well as making outbound calls to customers regarding their account or automatic renewal status. Candidates must be available Monday - Friday between 8:00 AM and 7:00 PM, and Saturday - Sunday between 9:00 AM and 6:00 PM.

Requirements

High school diploma or equivalent (GED) required
Excellent verbal and written communication skills, with strong phone etiquette (empathy and active listening)
Proficient in Microsoft Office; strong multitasking and time management skills
Friendly, energetic, and compassionate approach when interacting with customers and team members
Must be currently legally authorized to work in the U.S. without sponsorship for employment visa status (e.g., H1B status, 0-1, TM, CPT, OPT, etc.). We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

Call center or customer service experience preferred
Experience with Zendesk or other online help ticketing systems a plus

Responsibilities

Handle customer inquiries related to home delivery, digital products, website support, and subscription services with professionalism and efficiency
Provide timely and effective solutions while maintaining a high level of customer satisfaction
Redirect customers to appropriate departments or teams as needed
Make outbound calls to customers regarding account status, billing, and auto-renewal details
Collaborate with support, marketing, and other internal teams to ensure customer satisfaction and product success
Meet or exceed individual and team goals for call volume, retention, and service quality
Adhere to all communication standards, policies, and procedures during every customer interaction
Demonstrate a commitment to delivering an exceptional customer experience in every task