KSL Customer Experience Specialist (Full-time, Hybrid-Remote, Utah)

Bonneville International•Salt Lake City, UT

8d•Hybrid

About The Position

KSL is Utah’s leading local news source across digital and broadcast platforms, delivering trusted, award-winning journalism through KSL.com and KSL-TV. We provide in-depth local reporting, investigative journalism, and up-to-the-minute coverage that serves communities across the state. Committed to being a trusted voice of light and knowledge, KSL helps Utahns stay informed, connected, and engaged with the issues that matter most. As a full-time Customer Experience Representative, you will support KSL users by helping resolve questions and issues across our sites and apps. This role works closely with both external customers and internal teams, requiring strong communication skills and adaptability. You will also play a key role in maintaining a safe and trustworthy marketplace by assisting with fraud prevention and listing moderation efforts. Note: Work configurations are subject to change based on business needs and at company discretion. This position is an Remote-Hybrid role that may require occasional on-site presence in Salt Lake City during training and as determined by management. Employee must be based out of Utah.

Requirements

High school diploma or equivalent required
Customer service experience preferred
Work effectively in a team environment
Proven ability to handle stress
Ability to consistently work required hours, including evenings and weekends as needed
Maintain a professional appearance and demeanor
Build positive relationships with staff, management, and customers
Computer literate, including working knowledge of Microsoft Office tools
Ability to follow instructions and work with minimal supervision
Strong organization, reliability, and self-motivation
Ability to communicate professionally in person, by phone, and via email
Ability to work both independently and collaboratively
Sound judgment and decision-making skills

Nice To Haves

Passion for delivering a positive customer experience
Strong communication skills across phone, chat, and email
Ability to work in a fast-paced, dynamic environment
Self-motivated with strong attention to detail
Effective time management and ability to meet deadlines
Strong teamwork and collaboration skills
Excellent computer and typing skills
Strong problem-solving skills and initiative

Responsibilities

Assist users via phone, chat, and email with KSL accounts and listings
Moderate KSL listings to help prevent fraud and ensure a positive customer experience
Manage incoming support tickets from users
Work closely with the Customer Experience Manager on fraud prevention, moderation efforts, and special projects
Collaborate with team members to represent the voice of the customer to product owners
Provide feedback to product teams on user issues, bugs, and enhancement opportunities
Troubleshoot user-reported issues and assist with known and unknown bugs
Maintain proficiency in handling requests within the classifieds marketplace
Manage personal KPIs, including response time and resolution metrics

Benefits

Robust, affordable medical, dental and vision coverage with no wait period for enrollment
Paid leave for new parents under our Medical Maternity and Parental Leave policies
Opportunities to apply for tuition reimbursement
Paid time off for vacation and sick leave in addition to paid company holidays
401(k) with Company match, fully vested from day one
Paid time off for volunteering
Employer-funded retirement account, fully vested from day one
Employee Assistance Program (EAP) services
Access to an entire team of free financial planners
Matches on contributions to charitable organizations after one year of service
Continuous growth and development opportunities
Dynamic team culture that values teamwork, having fun, and collaboration