Job Details

Requisition Number 17-0094
Title Customer Service Product Specialist
Job Type Full Time Regular
Union Guild
Location Denny
City Seattle
State WA
Work Schedule 8:00am-5:00pm Monday-Friday
Description The Seattle Times, the nationally-renowned and award-winning digital and print media company, is the leading source of news, sports, business, technology, entertainment and other content for the trendsetting Pacific Northwest and beyond. As a news media company with a laser focus on journalistic standards and excellence, we provide clarity above the content clutter and engage readers across digital and print platforms to provide news that matters where, when and how they want it.

Our team is growing! This Customer Service Product Specialist position services Advertising customers of the Seattle Times, including taking and routing commercial phone calls to the appropriate sales exec, and servicing private party and digital self-serve customers directly. The position is a subject matter expert on the web based administrative tools that manages ad content, listings and private party and business self-service and packages. S/he will work with Sales and their customers as well as private party customers to setup accounts and execute on packages, and troubleshoot issues with internal and external sources.

Core Responsibilities:

•Responsible for Private Party Classified advertising service
•Answers inbound ACD (automated call distribution) and schedules ads using the ad order entry systems.
•Provides superior customer service to Seattle Times Advertising clients, over both phone and email.
•Manages the day-to-day activity of desk including executing campaigns, scheduling ads and customer follow-up and resale for non-commercial Classified advertising including Merchandise and Pet ads
•Product Support for Classified self-serve Advertising portals
•Focus on internal and external customer and product support for a network of sites with special emphasis on classified sites (autos, homes, apartments, jobs, etc…). S/he will work with Sales and their customers as well as private party customers to setup accounts and execute on packages.
•Work closely with classified site vendors to provide additional operational support and communication related to the sites.
•Works closely with Sales Operations, Site Vendors and Advertisers to resolve technical, scheduling or billing issues. Help to review, respond and/or manage responses to general inquiries that come to us from customers and readers using our network of sites – seattletimes.com, jobs.seattletimes.com, and nwclassifieds.com
•The position is a subject matter expert on the web based administrative tools that manages ad content, listings and private party and business self-service and packages.
•S/he will also troubleshoot issues reported in the systems and work with support contacts at third party vendors who host the content in question to address problems.
•Services other Advertising-related calls
•Perform other duties as assigned.
Requirements Preferred Qualifications:

•Successful candidates in this position will possess excellent judgment, a commitment to providing excellent customer service, works efficiently across multiple PC applications, and contributes ideas on how to improve the tools, processes and efficiencies in their role.
•High degree of accuracy, foresight, follow through and critical thinking skills are required.
•Must be able to take ownership and proactively resolve issues and problems under minimal to moderate supervision.
•Must understand the importance of and deliver on providing a high degree of communication and visibility for all operations in this area.
•Highly analytical, demonstrating meticulous attention to detail.
•Must be resourceful in resolving customer reported issues by using all resources available.
•Must be able to follow direction to implement methods and procedures, and be able to develop knowledge and skills quickly and retain for the future.
•Must be able to manage internal and external customer expectations when working with competing priorities.
•Excellent communication skills, both written and verbal. Must be able to communicate directly to customers, peers and all levels efficiently and effectively, representing the division and company appropriately.
•Must have a drive to continuously improve, think outside of the box, and develop and present ideas for achieving increased excellence and efficiencies in their role.
•Flexible yet assertive with great interpersonal skills – diplomacy, tact, and relationship building, with the ability to develop strong working relationships in situations where team members have conflicting goals and objectives.
•Proficient in Windows/PC platform, MS Office Applications, with proven experience in business applications.
•Education: Some college required. College graduate preferred.
•Two+ years of customer service experience, marketing or sales support experience, preferably with a media and/or online organization
Apply On-line
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