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CLIENT SUCCESS MANAGER (CSM)-Hometown News USA

21 May 2018 3:37 PM | Amy Treis (Administrator)

If you’re passionate about “owning the client relationship” so customers have an exceptional experience each and every time they connect with you, either by phone, text, or email, then this is a perfect opportunity for you! Your natural attention to detail and love for people is the “why” behind your success. You’re dependable to “get it done” in any given situation. This also makes you the perfect fit with our culture, where we strive to make each customer feel as though they are our only customer! If you want to advance within our company, then you will have the opportunity to do so as we grow.
ABOUT US
Hometown News USA (not a newspaper) is a “shop local” growing media company currently using a unique, monthly, direct-mailed magazine concept, and soon to be digital and on TV. We have three local markets in the Sarasota/Manatee County area, with our sights set on growing nationwide. We hand-pick “local” five-star businesses who pay us to get access to our loyal audience of consumers who love reading our magazine. Our readers prefer to spend their money with local businesses. They love reading stories about our advertising clients which in turn drives them to our advertisers’ businesses. They also spend more money than the average customer, which excites our advertisers. The community as a whole views us as their local trusted resource when it comes to finding businesses of integrity. Thus, our team operates at a high level of integrity.
RESPONSIBILITIES OVERVIEW

We have 150+ (and growing) local clients who place ads inside three of our magazines. The CSM position coordinates clients’ ad changes and proof approvals each month, using emails, texts, and phone calls. Also, the CSM assists with ad-design insights to pass on to our graphic art team when making changes to client ads. The workload gets heaviest towards the 20th of each month, just before going to press with all three magazines. Attention to ad-change request details and clear communication are key!

  • Related responsibilities include:
  • Email clients’ ad changes to our Graphic Design Artist
  • Print labels, address envelopes
  • Write thank-you cards to our new clients
  • Send EZ Text reminders to our clients for proof approvals
  • Email, text, and call clients for monthly ad changes
  • Notify clients with request for Events Page listings
  • Coordinate testimonial contacts from our clients for their stories
  • Identify and assess customers’ needs to achieve satisfaction
  • Be a team player — collaborate with team to help clients
  • Handle client complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, and update Google Docs/Sheets
  • Own a customer’s challenge and turn it into an opportunity so they feel that they are in good hands when they call you
  • Build sustainable relationships and trust with client accounts through open and interactive communication
  • Provide accurate information by using the right methods/tools for ad changes, stories/blurbs, events
  • Follow communication procedures, guidelines, and policies
  • Have a happy, fun, and professional attitude at all times


Requirements

  • Proven customer support experience or experience as a client service representative
  • Strong phone-contact handling skills and active listening
  • Familiarity with Google Docs, Google Sheets, and Gmail. Also some Excel and Word
  • Customer-oriented and able to adapt/respond to different types of personalities
  • Excellent communication skills
  • Ability to multitask, prioritize, and manage time effectively
  • Work from home/virtually … with no distractions
  • Computer, internet, cell phone
  • Contact: DJ Brown  941-716-2118 bswendsen@hometownnewsusa.com
  • $13.50 per hour


8430 Enterprise Circle, STE 140
Lakewood Ranch, FL 34202

941-757-1664 | info@lwrba.org

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