Customer Service Representative

BLOX Digital, a Division of Lee Enterprises; is an industry leader in digital solutions for news and broadcast media. We believe in providing exceptional customer experiences that leave a lasting positive impression. We are committed to understanding and meeting the needs of our customers, ensuring their satisfaction with every interaction. We are looking for a passionate and empathetic Customer Support Representative who shares our dedication to excellence in customer service.

As a Customer Support Representative, your primary responsibility will be to provide top-tier assistance to our customers, ensuring their satisfaction with our services. You will act as the voice of the company, resolving issues, answering inquiries, and fostering positive relationships with our customers. Your goal is to create memorable experiences that exceed customer expectations and contribute to our overall success.

Key Responsibilities:

• Customer Assistance: Respond promptly to customer inquiries via phone or Sales Force cases, providing timely, accurate, and helpful information.
• Communication: We expect you to be comfortable troubleshooting with customers via outbound calls and Microsoft Teams meetings as well as when you're receiving inbound calls.
• Problem Resolution: Actively listen to customers' concerns, identify the root cause of issues, and offer effective solutions in a professional and friendly manner.
• Customer Satisfaction: Ensure every customer interaction leads to a positive experience. Strive to exceed customer expectations by offering personalized, thoughtful solutions and maintaining a high level of empathy.
• Product Knowledge: Stay informed about BLOX Digital products and services to provide accurate and relevant information to customers. Share best practices and guidance to help customers fully utilize and enjoy their purchases.
• Customer Advocacy: Represent customer interests by relaying concerns and feedback to management and relevant departments, contributing to the development of better solutions.
• Documentation: Accurately document customer interactions, issues, and resolutions in Sales Force to ensure effective follow-up and tracking of recurring problems.
• Continuous Improvement: Participate in ongoing training and development sessions to improve product knowledge and enhance customer support skills.

Qualifications:

• Communication Skills: Excellent verbal and written communication skills, with the ability to express complex ideas clearly and concisely.
• Basic Troubleshooting Skills: Ability to diagnose and resolve common technical issues, such as connectivity problems, software bugs, or user configuration errors, either remotely or by guiding customers through steps.
• Empathy and Patience: Demonstrated ability to remain calm, patient, and empathetic when addressing customer concerns, especially in challenging situations.
• Problem-Solving: Strong critical thinking and problem-solving skills with a focus on finding solutions that prioritize customer satisfaction.
• Customer-Centric Attitude: A genuine desire to help others and make a positive impact on the customer experience.
• Team Player: Ability to collaborate effectively with colleagues and other departments to resolve issues and improve processes.
• Attention to Detail: High attention to detail, ensuring that all customer interactions are handled efficiently and accurately.

Preferred Qualifications:

• Familiarity with technical support tools
• Comfortable reading, interpreting, and utilizing technical documentation, FAQs, and knowledge base articles to assist customers and solve problems
• Previous customer support or service experience in a fast-paced environment
• Familiarity with Sales Force Service Desk
• Knowledge of BLOX CMS or BLOX Digital products is a plus

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