Customer Service Representative

Mercury Radio Arts • Florida, FL

23h • $50,000 - $60,000 • Onsite

About The Position

Mercury Radio Arts, founded by Glenn Beck, is a media company that includes his national radio show and a growing portfolio of content, platforms, and initiatives. Their newest venture, Torch, is a direct-to-audience platform focused on truth, history, faith, and the ideas that shape a free society. Torch aims to inform, challenge, and equip people through original programming, deep-dive investigations, and immersive storytelling. They are seeking individuals who are intentional and want to be part of this venture.

This role, Customer Solutions Specialist, is the primary point of contact for Torch subscribers. It requires the responsiveness and care of a customer service representative, along with serving as a coordinator and liaison between subscribers, the accounting team, and the tech team. The ideal candidate should be patient, tech-savvy, and have experience with subscriber-based companies or platforms.

Requirements

• Previous experience in a customer service or customer support role, preferably with a subscription-based company or platform.
• Tech-savvy and comfortable navigating and troubleshooting software platforms, apps, and basic account or billing systems.
• Patient, personable, and professional, with strong verbal and written communication skills.
• Strong problem-solving skills and the ability to coordinate effectively across departments, including accounting and tech, to resolve subscriber issues.
• Highly organized and detail-oriented, with the ability to manage multiple subscriber inquiries and follow-ups at once.
• Genuine interest in and alignment with Torch's mission and Mercury Radio Arts' values.

Responsibilities

• Serve as the primary point of contact for Torch subscribers via phone, email, and chat, responding to questions and concerns with patience, professionalism, and a solutions-oriented approach.
• Troubleshoot and resolve subscriber account issues, including login, access, and subscription management questions, escalating as needed.
• Act as a liaison between subscribers and the accounting team on billing inquiries, payment issues, refunds, and subscription changes.
• Partner with the tech team to identify, document, and escalate technical issues affecting subscribers, and follow up to confirm timely resolution.
• Log subscriber interactions, issues, and resolutions accurately and consistently in the customer service platform or CRM.
• Identify recurring subscriber issues or trends and share findings with accounting, tech, and leadership to support ongoing process improvements.
• Maintain a strong working knowledge of the Torch platform, product features, and subscription policies to provide accurate, timely support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed