Customer Service & Support Representative

Audience Development - Customer Service & Support Representative Position

We are currently seeking a dedicated Customer Service & Support Representative to enhance our customer engagement for several digital paid subscription brands, including Campaign and PRWeek in North America. This role involves managing customer communications, assisting with account onboarding, and swiftly resolving service issues. As a representative, you will embody the voice of our brands across multiple platforms, ensuring a professional, energetic, and friendly interaction at all touchpoints, while delivering timely and expert solutions to our customer inquiries.

Key Responsibilities:

• Uphold a consistently positive, empathetic, and professional demeanor toward customers.
• Engage with customers across multiple channels, with a primary focus on email communications.
• Acquire comprehensive knowledge of our products and brands to effectively address customer queries.
• Document and manage records of customer interactions, transactions, feedback, and complaints.
• Collaborate and coordinate with colleagues across various departments to facilitate seamless service delivery.
• Respond promptly to both customer inquiries and internal requests.
• Execute administrative tasks and conduct research as assigned.

In this pivotal role, you will also support group subscription sales which includes setting up site licenses and managing escalated customer service issues to ensure our valued customers experience efficient and effective support.

Additional Duties:

• Oversee tracking, activation, and maintenance of activity statuses across products and systems for group clients.
• Serve as a key liaison among the sales team, subscription fulfillment partners, clients, and the audience development team.
• Monitor and coordinate new and renewal communications and invoicing processes with the fulfillment team, Sales, and clients.
• Guarantee smooth interactions and quick resolution of any issues to optimize customer satisfaction.

Skills and Requirements:

• Exceptional verbal and written communication abilities.
• Persistent positive attitude and a high level of enthusiasm.
• Genuine passion for assisting customers and solving problems.
• Commitment to punctuality and reliability.
• Proficient in G Suite tools including Gmail and Sheets, and Microsoft Excel.
• Familiarity with the Piano fulfillment platform or similar tools is advantageous.

This position offers an opportunity to be an integral part of a dynamic team, enhancing the customer experience and contributing to the success of our subscription services.

What We Offer:

• A competitive compensation package
• The salary range for this position is $45,000 - $50,000. Compensation will be commensurate with experience, skill level, functional and/or industry knowledge, education level, certifications, as well as other qualifications.
• Paid annual vacation, holiday and sick time off
• Comprehensive health plans including medical, dental and vision
• Competitive 401(k) investment options and generous company matching program
• Life insurance
• Commuter benefits
• Employee referral awards
• Tuition reimbursement
• Training opportunities through industry-recognized programs
• A creative and passionate workplace and a fun, collaborative team environment
• Three Week “Work from Anywhere” benefit, to ensure work life balance

About Haymarket:

Haymarket has its heart and soul in publishing and media. Since the company was founded half a century ago, Haymarket has always prided itself on being a highly creative business, with an unrelenting focus on the quality of the products and the people. The philosophy has always been quite simple: only by having the highest quality individuals can you produce the highest quality products, combining the best in content, design, production and customer services. Globalization is opening up the world further and provides many opportunities for growth. Haymarket has offices around the world and many of the titles are now truly global brands. Haymarket serves a broad spread of business markets, from marketing to medicine to technology along with exhibitions and live events. Predicting the shape of the business in 3, 5, or 10 years is almost impossible; and the unpredictability is part of the appeal. Haymarket aims to be the perfect company to work with or for – we have the processes and attitude that ensure quality and consistency, and an entrepreneurial spirit that makes every day rewarding.

An equal opportunity employer, Haymarket Media does not discriminate in hiring or terms and conditions of employment because of an individual's race, color, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, marital status, or any other protected category recognized by state, federal, or local laws.

Beware of fraudulent activity where individuals are contacting job seekers claiming to represent Haymarket Media. Please note that only emails from @haymarketmedia.com are legitimate.

When applying for roles with Haymarket Media, you will receive an email directly from a member of the Talent Acquisition team or communication through Linkedin.

You can view our open positions on our website US careers section: www.Haymarket.com

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