Customer Support AgentJob DetailsLevelExperiencedJob Location7031 Virtual NJ - New Jersey, NJPosition TypeFull-TimeEducation LevelNot SpecifiedSalary Range$16.00 - $16.00 HourlyTravel PercentageNoneJob ShiftDayJob CategoryCustomer ServiceDescriptionWORK SCHEDULERemote Position - Tuesday thru Saturday from 10:30am - 7pm.Job SummaryThe Customer Support Representative serves as PCF’s primary point of contact for all Newspaper clients, Locked Building contacts, dis tributors to ensure timely, professional, and satisfactory service is provided by our PCF plants and distributorsEssential Functions & ResponsibilitiesProvide exceptional customer service support with excellent written and phone communication skills.Provide customer support, locked building, and distribution recruitment assistance for PCF operations.Serve as primary central support and contact for all Newspaper clients, subscribers, distributors, delivery partners, and other clients.Ensure all customer issues needing escalation to PCF plant and distributor field operations are communicated and serve as liaison between customer and field operations to facilitate the resolution of customer issues and requests.Effectively communicates escalated or unresolved issues from Newspaper clients, distributor, subscribers to PCF field operations in a timely manner.Provide Locked Building support for delivery area plants we serve by updating locked building cases, arranging appointments for key pickups, obtaining building codes, ensuring accounts are updated with delivery, address, and special instructions.Provide operations recruitment assistance by screening candidates and assigning qualified candidates to Human Resources and scheduling interviews directly with distribution plant managers.Provides timely feedback to PCF management team regarding service issues or customer concerns.Conducts all interactions in a positive and professional way.Provide consistent accuracy and quality of support in all communications such as researching the correct account, escalating to the correct plant, correct client, correct product, etc.Takes initiative to effectuate service issue resolution.Receives and enters data into various systems such as O365, SharePoint, RingCentral phone system, NYT Sugar system, Dart, HigherMe, MS Teams, Filezilla, Freshservice, etc.Accurately completes administrative duties such as call logs and various reports.Meets deadlines and reporting expectations.Other duties as assigned.QualificationsCompetenciesAction OrientedCustomer FocusFunctional and Technical SkillsComposureIntegrity & TrustListening and Attention to DetailKnowledge, Skills & AbilitiesTechnical and FunctionalStrong knowledge of Microsoft Office O365 applications. Outlook, Word, ExcelExperienced in a multi-state and multi-facility operating environment.Must exhibit ability to generate large volume of work while maintaining integrity of data in a well-organized manner.Ability to work overtime as needed.Ability to work remotely.Ability to work with minimal supervisionGood verbal and communication skills in person and on the phone.Excellent verbal and written communication skillsAbility to navigate various software applicationsAbility to operate basic office equipmentRequired Physical AbilitiesAbility to be stationary for extended periods of time.Working EnvironmentFlexible schedule to include weekendsMaintains a clean and organized work environmentOccasional travel to PCF facilitiesExperience, Education and Certifications RequiredExperience RequiredCustomer service experience preferredRequired Educational LevelRequires high school diploma or equivalentOther Certification:NoneIND3