Job Description

Hearst Media is a highly successful nationwide team focused on accelerating the expansion of our digital advertising operation for the local business community. With over 13,000 active daily campaigns, we create, manage, and sell digital marketing solutions across dozens of communities, and offer local businesses an unparalleled opportunity to grow successfully online.

We are seeking highly motivated Customer Relationship Specialist that would be responsible for being the face of the Digital Media Services client experience for non-assigned accounts and is accountable for the complete resolution of these customer’s complaints for all print and digital products. The objective is to resolve our customer issues by working with customers and internal teams to effectively address root cause issues and increasing customer retention through excellent customer service.

ESSENTIAL FUNCTIONS:

• Responsible for answering and handling all incoming phone calls from the Customer Service 800 line and public facing email box.
• Responsible for evaluating each customer concern to determine the appropriate solution.
• Coordinates and manages workflow with other internal work groups to ensure timely completion for all changes needed to improve client’s performance.
• Ensures compliance to department/company policies and procedures.
• Receives, handles, and redirects all incoming Customer Service mail.
• Actively works to convert customer cancellation requests to retained accounts. Seeks to understand underlying issues and bring about resolution

Company Description

Hearst is a leading global, diversified media, information, and services company with more than 360 businesses. Across every division, Hearst employees are connected by shared values of innovation, storytelling, creativity, vision, social good and partnership. We invite you to discover more about our culture, company, and community. Hearst major interests include ownership in cable television networks such as A&E, HISTORY, Lifetime and ESPN; global financial services leader Fitch Group; Hearst Health, a group of medical information and services businesses; transportation assets including CAMP Systems International, a major provider of software-as-a-service solutions for managing the maintenance of jets and helicopters; 31 television stations such as WCVB-TV in Boston and KCRA-TV in Sacramento, Calif., which reach a combined 19 percent of U.S. viewers; newspapers such as the Houston Chronicle, San Francisco Chronicle and Albany Times Union, more than 300 magazines around the world including Cosmopolitan, ELLE, Men's Health and Car and Driver; digital services businesses such as iCrossing and KUBRA; and investments in emerging digital entertainment companies such as Complex Networks.