Part-Time Customer Service Agent

The New York Post customer care team plays a very important role with our most loyal readers. The experience our readers have with this team while facing a point of frustration ultimately has a significant impact on their sentiment and loyalty to the brand. The team has the ability to turn a bad situation into an overall win by providing a positive experience and human touchpoint with the company. It is a critical role to our company’s success, and we are looking to grow the team now.

The New York Post is seeking a Part-Time Customer Experience Agent (approx. 12-16 hours per week, 4 hours per day) to be the primary point of contact for the inbound processing of our customers’ support related inquiries. This is an exciting opportunity for someone passionate about helping customers, and looking for a job that offers flexible schedules. The successful candidate will ensure all inbound issues are triaged and responded to within agreed upon acceptable time frames.

Please note: This is a part-time hourly position.

Responsibilities:

• Community: Commenting platform issues
• Maintain open channels of communication with managers and all team members
• New York Post Store: commerce and merchandise purchase issues, shipping, billing, product issues
• Prevent churn by solving customer issues in an expedient and satisfying way, and understand what to say to readers at risk of cancellation
• Achieve KPIs in Zendesk where productivity and quality are key in providing excellent customer experiences
• Identify customers needs to achieve satisfaction and drive value
• Demonstrate professionalism in communication and over-the-top customer service
• New York Post paid tablet apps: daily edition issues, subscription access, or performance of the app itself
• Monitor and respond to reviews in app stores
• Properly document and escalate technical issues
• Make outbound phone calls as needed to resolve customer issues
• Troubleshoot issues to the best of your ability, and seek team support as needed
• Play an essential role as the eyes and ears of New York Post stakeholders when dealing with our readers to pick up on issues, trouble points and important feedback
• Post Sports+: Purchase, log-in, access and account issues; drive engagement with offering in response to issues, prevent cancelation.
• NYPost.com Accounts: access and setting issues, email newsletter management
• Develop a deep knowledge of New York Post products and plans to deliver customer service. Including: for NYPost.com registered accounts, Community, New York Post phone and tablet apps, Post Sports+, and e-commerce (Post Store selling merchandise). The types of issues could include:
  • Post Sports+: Purchase, log-in, access and account issues; drive engagement with offering in response to issues, prevent cancelation.

  • New York Post paid tablet apps: daily edition issues, subscription access, or performance of the app itself

  • New York Post and Page Six free phone apps: performance issues

  • New York Post Store: commerce and merchandise purchase issues, shipping, billing, product issues

  • NYPost.com Accounts: access and setting issues, email newsletter management

  • Community: Commenting platform issues
• New York Post and Page Six free phone apps: performance issues
• Respond to help tickets in Zendesk using impeccable grammar

Requirements:

• Experience in providing external customer support in a service desk environment and working within a formal ticketing system; Zendesk a plus
• Comfort working independently and managing time, with the support of, and accountability to a team
• Ability to successfully work remotely
• College degree preferred
• Highly organized with a strong sense of urgency to meet deadlines
• Ability to commit to a consistent but flexible part-time schedule (approx. 3 days per week, 4 hours per day)
• 2+ years of experience in a Customer Service role
• Ability to empathize and seek to understand users
• Expert-level written and oral communication

Salary Range: $15/hr – $125,000

At The New York Post we recognize that attracting the best talent is key to our strategy and success as a company. As a result, our ranges reflect our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

As an equal opportunity employer, the New York Post does not discriminate in hiring or the terms and conditions of employment because of an individual’s race, color, religion, national origin, age, disability, gender, sexual orientation, citizenship or any other characteristic protected by federal, state or local law. The New York Post will consider the provision of reasonable accommodations to known physical or mental disabilities of otherwise qualified applicants to enable them to participate in our application process and to effectively perform the essential functions of the job, unless doing so would impose an undue financial or operational hardship.