The Customer Service Specialist is AccuWeather’s first line of communication for all customer needs. The Specialist embraces the corporate vision and philosophy by providing quality service support that is personalized, meeting the specific needs of each and every client with courtesy, accuracy, timeliness, effort and enthusiasm. Our Customer Service Department is staffed 24 hours a day, 7 days a week.
Provide first line of support to assist in answering informational, limited technical and basic account questions until resolution.
Answer, assist directly, and/or route calls and emails to the appropriate area for assistance.
Document, through our ticket and email systems, customer concerns to ensure accountability, updates, resolution and history.
Proactively conduct customer surveys via email after resolution of the issue to obtain feedback.
Call and/or fax specific clients with severe weather information.
Fill out reporter requests, alerting the floor manager.
Internal support ticket creation.
Cancellation of email alerts and wireless First Warn alerts.
Back up for all incoming calls from: Sales, Reception, TV Systems, Data Acquisition and Weather Data, KS.
Disseminate temporary Newspaper Change Requests.
Handle all AP Images issues from account setup to technical support including changing access settings.
High School Diploma or General Education Degree (GED) is required
Associate degree in English, Journalism, marketing or other related degree is preferred.
Six-months to one year experience in customer service field is required.
Previous call center work in a customer service environment is preferred.
Knowledge of Clientele is a plus
Knowledge of customer service principles and practices
Knowledge of Microsoft Office – Word, Excel and Outlook
Strong verbal and written communication skills.
Professional and pleasant telephone manner with ability to listen actively and communicate effectively.
Ability to maintain composure in stressful situations.
Must be willing to work some weekends and holidays.
AccuWeather is an Equal Opportunity Employer.