Customer Care Specialist

Washington, DC
Dec 21, 2020
Jan 27, 2021
Full Time
Job Description

The Washington Post is looking to hire a tech-savvy Customer Service Specialist with a proven ability to work independently, to support the growing subscriptions business. You will focus on escalated reader issues with home delivery, and provide additional support for digital and WP operators as needed. This is an exciting opportunity working with our customers and products!

The ideal candidate will:
  • Respond to customer help desk inquires via phone, email, letters
  • Act as back up coverage for main line Operators
  • Transmit orders to Alorica via secure scanner (on-site)
  • Data entry - Logging subscription orders entered in-house using Laserfish (on-site), processing database transactions from subscriber correspondence
  • Return bills processing
  • Assist with reporting - compiling weekly survey data, escalated complaints tracking
  • Digital issues support as necessary (roughly 20% of responsibilities)


Saturday 7 AM-1 PM (remote)

Sunday 8 AM-2 PM (remote)

Monday thru Wednesday 8 AM - 5 PM (in DC office)

  • 1-3 years customer service experience; technology industry experience a plus.
  • Excellent verbal and written communication skills, including ability to present information to all levels of the organization
  • Self-starter with a high degree of initiative, follow through and ability to work independently
  • Proficiency working with MS Office applications; ability to learn how to use various software applications;
  • Well organized professional with service orientation and ability to work as part of a team;
  • Strong administrative skills, outstanding interpersonal skills including written grammar
  • Ability to handle multiple job demands, as well as the ability to prioritize work from various sources;
  • Ability to work with a diverse customer and employee population, including all levels of management and staff;
  • Ability to maintain confidentiality of sensitive business and personnel matters;
  • Ability to work well under pressure and in an ever-changing, flexible environment;
  • Excellent performance and attendance record.
  • Passion for consumer electronics, strong proficiency with personal devices such as smartphones.

The innovation doesn't end in the Newsroom - dozens of teams power The Washington Post. We are now hiring the next innovator - how will you Impact Tomorrow?