CUSTOMER SERVICE SPECIALIST

Supervisory Responsibilities

• Data: Vision Data advertising system, ad orders, advertising schedules, departmental forms, contracts, rate cards, art files, route files, carrier information and payment files.
• Things: Desk, computer, files and materials; telephone, copier, printers, scanners, ad production software. Digital printers, PC computer.

Overall Responsibilities

• Effectively and accurately place advertisements for our customers.
• Provide customer service to internal and external customers.
• Aid walk-in customers with job-printing needs, including quoting, reproduction, scheduling.
• Participate actively in helping all departments achieve their goals through participative management and teamwork.

Specific Responsibilities

• Work efficiently and effectively with in-house staff, advertising clients, and production department.
• Collaborate with internal and external members in a team environment to meet deadlines, quality control, and efficient department operations.
• Sell signature ad promotions and quarterly promotions.
• Handle classified advertising orders and enter orders.
• Assist advertising customers in the absence of outside account executives.
• Handle phone contacts for sales staff, incoming and outgoing.
• Prepare job printing tickets for X-Press printing.
• Process payments for prepaid and billed ads, job orders, counter sales, special event tickets, and record payments in appropriate accounts.
• Enter ad copy and billing information into the advertising system.
• Correctly proof and edit display ads for accuracy in size, punctuation, spelling, content, and proper design.
• Perform building open/close procedures, as needed.
• Sort incoming mail and prepare and deliver bank deposits, as needed.
• Update all customer account information.
• Enter advertising agreements for Shopping News.
• Make collection calls at the 60-day delinquent mark.
• Assist X-Press Printing with finishing work as needed and when time allows.
• Prioritize work according to deadlines to ensure all projects are completed within assigned deadlines.
• Suggest and initiate new methods and procedures to enhance the efficient operation of the department.
• Communicate with clients regarding print orders.
• Participate in company training programs.
• Participate in cross-training to maintain a team environment.
• Assist with planning and execution of special events.
• Actively participate in the Great Game of Business.

Qualifications

• Behavior: Work efficiently and effectively with all WCM employee owners to provide exceptional customer service to our internal and external customers. Creative. Self-directed, self-motivated, and resourceful. Commitment to quality customer service on the phone and in person. Maintain valid driver’s license. Appropriate dress.
• Skills: Effective communicator both written and spoken, keyboarding skills with expertise in Microsoft Office Suite, ability to create an ad from concept through final output. Ability and desire to work in a team environment to achieve group goals. Ability to communicate well with the public and co-workers. Ability to resolve conflict within the department. Capable of self-direction, works well with others, tactful, ethical. Presents a positive representation of the company and the organization in both actions and words. Adaptable to change.
• Knowledge: High school diploma or equivalent or technical school plus six months or more equivalent experience. Customer service experience is preferred.