Sr. Customer Service Representative
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. We are seeking a Sr. Customer Service Representative at our headquarters in Minneapolis MN. The individual in this role will be responsible for answering support team calls and handling online customer questions with care and precision. While phone support will be required, particularly on our busiest days of the week, this role will be digital-first, supporting customers with their complex digital and account questions, and resolving escalated customer questions and complaints.
Requirements
- High school diploma or equivalent required.
- Minimum of 2 years of previous customer service experience with strong interpersonal and communication skills.
- Excellent verbal and written communication skills, demonstrated with empathy, active listening, and problem-solving abilities when interacting with customers.
- Proficient in Microsoft Office and able to quickly learn new software applications.
- Strong organizational and time management skills with the ability to multitask and maintain attention to detail.
- Friendly, collaborative, and team-oriented approach with a focus on delivering exceptional customer experiences.
- Must be available to work between 8:00 AM and 7:00 PM Monday through Friday, and between 9:00 AM and 6:00 PM on Saturday and Sunday.
- This position requires approximately 10% in-office attendance to attend quarterly in-person meetings.
- 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
- Experience with Zendesk preferred.
Responsibilities
- Provide direct customer support for escalated issues and ensure a high standard of service quality.
- 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
- Escalate problems and issues appropriately and in a timely manner to other teams within the Minnesota Star Tribune.
- 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
- Collaborate with internal teams to improve processes, documentation, and communication for greater efficiency and customer satisfaction.
- Demonstrate a commitment to delivering an exceptional customer experience in every task
Benefits
- 401(K) match
- healthcare coverage – medical, dental, and vision
- life
- disability
- paid time off
- commuting subsidy
- wellness program with financial incentives
- generous paid time off
- flexible holidays
- one volunteer day
- two wellness days
- paid parental and caregiving leave
- hybrid work arrangements
- tuition reimbursement
- employee assistance program
- pet insurance
- flexible spending accounts
- health savings accounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
