MediaNews Group
Circulation Customer Service Manager
MediaNews Group, Denver, Colorado, United States, 80285
Summary
The Digital Subscriber Customer Service Manager will play a crucial role as a key member of the digital retention team, concentrating on enhancing the overall digital customer service experience. With an understanding of our subscriber lifecycle, the customer service manager will collaborate closely with our call center and local team partners to enhance stop-save policies, verify policy adherence, coordinate tests, and more. They will also pinpoint opportunities for improving our subscriber customer service experience, collaborating across functions with our marketing operations team for test creation and reporting.
What You Will Do
Participate in customer call listening sessions, provide feedback and identify areas of improvementDevelop and train on the Standard Operating Procedures (SOP)Serve as project manager to scale and manage call center, online cancel and pricing proceduresManage day-to-day set-up and reporting of onsite cancel flow processCollaborate with the retention team to develop standard digital stop-save strategies for the call centersCreate training materials and own the implementation of the digital stop-save procedure, as well as monitor continued usage of approved proceduresDevelop testing aimed at improving digital customer retentionAddress customer complaints in a professional and timely mannerAdvise call center of all new promotions, products, rates, and other relevant changesReport on call center performanceIdentify areas of improvement, and develop action plans to address them
What You Will Bring
Detail orientedProject management experienceStrong attention to detail, follows throughProactively takes initiative in identifying and addressing challenges, contributing to a proactive and solution-oriented work environmentStrong sense of customer serviceMust be a team player who is able to make independent decisions based on established guidelines
The annual salary range is $70,000 - $80,000. Pay is based on several factors including but not limited to education, work experience, time in role, certifications, etc. This role is eligible for a bonus based on performance. In addition to your salary, MediaNews Group offers a comprehensive benefits package, and a 401K plan (all benefits are based on eligibility).
Who We Are
At MediaNews Group, our employees are our greatest asset. MediaNews Group (MNG) was established in 1985 and has over 4,000 employees nationwide including subsidiaries and other corporate affiliates. There are more than 100 different brands within our portfolio. In addition to our print products, we are a client-centric digital organization that brings scale, precision, and sophistication to digital marketing. Leveraging the belief that people matter as much as technology, our suite of products, including Adtaxi, helps advertisers solve complex marketing challenges with custom, performance-driven solutions. Readers turn to us for all the news and information that matters to them nationwide. Adtaxi is an exclusive program with the ability to reach 196M or 95% of the U.S. wired population that was established in 2010. Learn more at www.medianewsgroup.com.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
“Built In Best Places to Work 2023 & 2024 Winner”
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The Digital Subscriber Customer Service Manager will play a crucial role as a key member of the digital retention team, concentrating on enhancing the overall digital customer service experience. With an understanding of our subscriber lifecycle, the customer service manager will collaborate closely with our call center and local team partners to enhance stop-save policies, verify policy adherence, coordinate tests, and more. They will also pinpoint opportunities for improving our subscriber customer service experience, collaborating across functions with our marketing operations team for test creation and reporting.
What You Will Do
Participate in customer call listening sessions, provide feedback and identify areas of improvementDevelop and train on the Standard Operating Procedures (SOP)Serve as project manager to scale and manage call center, online cancel and pricing proceduresManage day-to-day set-up and reporting of onsite cancel flow processCollaborate with the retention team to develop standard digital stop-save strategies for the call centersCreate training materials and own the implementation of the digital stop-save procedure, as well as monitor continued usage of approved proceduresDevelop testing aimed at improving digital customer retentionAddress customer complaints in a professional and timely mannerAdvise call center of all new promotions, products, rates, and other relevant changesReport on call center performanceIdentify areas of improvement, and develop action plans to address them
What You Will Bring
Detail orientedProject management experienceStrong attention to detail, follows throughProactively takes initiative in identifying and addressing challenges, contributing to a proactive and solution-oriented work environmentStrong sense of customer serviceMust be a team player who is able to make independent decisions based on established guidelines
The annual salary range is $70,000 - $80,000. Pay is based on several factors including but not limited to education, work experience, time in role, certifications, etc. This role is eligible for a bonus based on performance. In addition to your salary, MediaNews Group offers a comprehensive benefits package, and a 401K plan (all benefits are based on eligibility).
Who We Are
At MediaNews Group, our employees are our greatest asset. MediaNews Group (MNG) was established in 1985 and has over 4,000 employees nationwide including subsidiaries and other corporate affiliates. There are more than 100 different brands within our portfolio. In addition to our print products, we are a client-centric digital organization that brings scale, precision, and sophistication to digital marketing. Leveraging the belief that people matter as much as technology, our suite of products, including Adtaxi, helps advertisers solve complex marketing challenges with custom, performance-driven solutions. Readers turn to us for all the news and information that matters to them nationwide. Adtaxi is an exclusive program with the ability to reach 196M or 95% of the U.S. wired population that was established in 2010. Learn more at www.medianewsgroup.com.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
“Built In Best Places to Work 2023 & 2024 Winner”
#J-18808-Ljbffr