The Customer Service Specialist at the Western Wayne News is often our first point of contact with readers, subscribers, advertisers and community members. We are fortunate to have a steady stream of advertising inquiries, customer requests and subscription-related activity, and we are seeking a detail-oriented team member to help ensure those interactions are handled accurately, professionally and promptly.
A typical week may include:
- Processing advertising inquiries and orders received by phone and email
- Assisting advertisers with questions about products, deadlines, pricing and publication schedules
- Creating invoices, processing payments and maintaining accurate billing records
- Following up on aging accounts receivable and outstanding advertiser balances
- Maintaining accurate records in CRM, accounting and publishing systems
- Reviewing publication schedules and advertiser commitments to ensure accuracy in print and digital products
- Answering customer and subscriber questions by phone and email
- Researching and resolving questions related to subscriptions, advertising, retail sales and other newspaper services
- Documenting customer interactions and tracking follow-up tasks
- Coordinating with other team members to ensure customer requests and advertiser commitments are fulfilled
- Identifying opportunities to improve workflows, customer service processes and internal communication
An ideal candidate:
- Has at least 2-3 years of experience in customer service, client services, account management, billing, bookkeeping, accounts receivable or a related field
- Is highly organized, detail-oriented and dependable
- Has excellent written and verbal communication skills
- Is comfortable interacting with customers by phone and email
- Enjoys problem solving, researching answers and helping customers navigate issues
- Is proficient with online software tools and willing to learn new systems
- Is comfortable working independently in a remote environment
- Has patience, professionalism and a positive attitude when working with customers and colleagues
Experience with any of the following is helpful:
- CRM software
- Accounting and invoicing systems (Quickbooks or similar)
- Google Workspace (Docs, Sheets, Gmail)
- Slack or similar team communication tools
- Publishing, media, advertising or subscription-based businesses
This role can be performed in our Cambridge City, Indiana office and/or Richmond, Indiana office, remotely, or as a hybrid of in-person and remote. The role requires availability during our business hours. The role is part-time, approximately 10-15 hours per week, with possibilities for expanding in to full-time. The role can be salaried or contract-based depending on a candidate’s availability and working location.
For the version of the position where an employee works in our Cambridge City, Indiana office and/or our Richmond, Indiana office, work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to stand for extended periods of time, to lift and carry parcels, packages and other items up to 20 pounds, to walk short distances, and drive a vehicle to deliver and pick up materials. The role requires close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
For the version of the position where someone is working remotely, you must have access to a quiet place to perform work while making and receiving phone calls, and access to a reliable, high speed internet connection.
We provide orientation and training for all of our roles.
Ready to apply? Learn more about our hiring process.