Customer Service Representative
Hearst Newspapers
Fremont, CAThis was removed by the employer on 3/1/2021 2:16:00 PM PST
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Full Time Job
This Customer Service Representative position will perform work in our Customer Service area.
ESSENTIAL FUNCTIONS
• Performs all functions of Customer Service Representative
• Maintains confidentiality of Bay Area Production Services (BAPS) and its client's proprietary information.
• Work with minimal supervision while performing expectations.
• Handles accounts requiring follow-up and/or call backs regularly.
• Handles escalation calls, highly complex situations, sensitive accounts/clients, and/or difficult inquiries regularly.
• Performs transactions that require considerable training and experience.
• Cross trains on departmental tasks; shares knowledge of complex processes and procedures.
• Executes complex decisions independently regarding customer accounts, client processes and departmental expectations.
• Makes solid decisions regarding customer accounts and client business.
• Work with others to overcome resistance to new ideas and lead by example.
• Treats colleagues with respect; communicates with honesty and transparency, candor and directness.
• Works in a cooperative and professional manner, with all levels of employees, vendors and/or clients in a team-oriented environment.
• Forwards appropriate information to management.
• Organizes tasks and resources to complete work and meet deadlines according to established departmental procedures.
• Adheres to BAPS policies; reports to work station as directed by management.
• Follows all BAPS ergonomic and safety policies.
• Actively participates in teams.
• Initiates new ways of solving problems for customers and colleagues.
• Displays sense of urgency with job responsibilities.
• Reacts professionally to changes while remaining productive.
• Assumes additional responsibilities as required.
• Documents customer orders and requirements and communicates them to production.
EDUCATION AND/OR CERTIFICATION, SKILLS AND LICENSING
• Experience in Customer Service field. Successful experience to maintain performance expectations consistently.
• Advanced verbal and written English communication skills (able to navigate difficult conversations; clearly articulate complex topics).
• Math skills. Ability to calculate Print quantities, estimate costs and calculate billing.
• Experience in Billing/Invoicing.
• Advanced PC knowledge and skills (MS Office skills, Excel, Outlook and Word).
• Experience in working in a production environment.
• Advanced decision-making and problem solving skills (able to utilize multiple resources for assistance/decisions with the essential functions of the job - internal/external contacts, e.g., all management levels, clients, other Customer Service Representatives, and other departments.
• Advanced accuracy and quality of work (Minimal errors; proven ability to produce exceptional work in order to assist team members).