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Customer Service Manager
Meredith
Des Moines, IA, United States
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Job Title
Customer Service Manager
This position is responsible for supporting all customer service inquiries for subscriptions, memberships and product purchases where the subscriber information is now housed both internally on the Meredith Entitlement System and on third party vendor platforms. Responsible for handling Better Business Bureau, Attorneys General, and Executive complaints received per documented procedures.
Essential Job Functions
35% -Manage Customer Service support of all customer inquiries through phone, email and hard copy mail. Access the CDS iCare system, Meredith’s ATG tool for the Entitlement system, and all third party customer tools as required for future business ventures. Research and handle all escalated calls unable to directly access any of the existing 3rd party solutions. Process all executive complaints, BBB and AG specials currently processed by Ops Dir.
35% -Manually key and process all address changes, auto-renewal shutoff, cancels, refunds and credit card updates.
20% -Support chargeback dispute management. Assist/research/resolve alternative payment inquiries/chargebacks (PayPal)
10% -Other customer service support functions as assigned.
Minimum Qualifications and Job Requirements| All must be met to be considered.
Education:
Bachelor's degree or equivalent training/experience.
Experience:
Minimum 3 years’ customer service experience or related experience
Specific Knowledge, Skills and Abilities:
Excellent communications skills (both written and verbal), basic computer functionality, proficient in Microsoft office. Ability to multi-task, meet rigid deadlines and attention to detail.