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NextGen Person

Customer Care Representative in New York, NY at NextGen

Date Posted: 2/18/2018

Job Snapshot

  • Employee Type:
  • Location:
    New York, NY
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Customer Care Representative

6 Month contract to start

New York, NY 10001

The Customer Care Specialist is responsible for ensuring excellent customer service for a variety of subscription products in the Maritime & Trade business line as well as our conference attendees. This role plays a vital part in the Media & Events team as this person will serve as a customer advocate and be seen as the voice of our brand to many of our customers.

The ideal candidate for this position will be someone with the right combination of a strong business acumen and a welcoming, friendly personality… Someone who can build strong relationships with customers and knows how to strike the right chord between making the customer happy and acting in the best interest of the business. To succeed in this role the Customer Care Specialist needs to be a strong communicator who is well adept at multitasking and solving problems.

• Manage customer queries via Salesforce case process, respond to each customer by phone and email within 24 hours, and coordinate resolutions with key stakeholders across teams and functional areas as needed.
• Provide answers and information for customers- internal & external - in a timely manner to ensure their customer experience runs smoothly
• Continually seek opportunities to increase customer satisfaction, give input into process improvements and identify ways to gain efficiencies
• Timely execution of work to meet daily, weekly and monthly goals
• Make daily updates to customer records
• Going through returned mail and make any necessary updates to our customer's mailing address
• Assist ad sales team with requests for current, future and back magazine issues and coordinate maintenance of advertising-related comps

• Excellent organizational and time management skills along with a demonstrated ability to prioritize and multi-task
• The ideal candidate will be comfortable learning new technology and an advocate of the process and discipline which will drive results
• Strong verbal and written communication skills
• Good business acumen
• Excellent interpersonal skills
• Self-motivated and high-energy

• 1-2 years experience in a customer service role, preferably in a B2B setting or with a publishing company
• Bachelor's degree or equivalent work experience
• Basic understanding of Customer Service function and related processes
• Experience using Salesforce is preferred