Customer Service Specialist

About AccuWeather

AccuWeather is recognized and documented as the most accurate source of weather forecasts and warnings in the world, has saved more than 10,000 thousands lives, prevented 100,000 injuries, and saved tens of billions of dollars in property damage.

With global headquarters in State College, Pennsylvania; a severe weather center in Wichita, Kansas; and offices in New York City and elsewhere around the world, AccuWeather serves more than 1.5 billion people daily to help them better plan their activities and get more out of their day and keep their families safer through innovative digital media properties, such as AccuWeather.com and mobile, as well as radio, television, newspapers, digital out-of-home, the 24/7 AccuWeather Network channel and AccuWeather NOW streaming service. Additionally, AccuWeather produces and further serves more than half the Fortune 100 companies and thousands of businesses and distributes news, weather content, and video for more than 180,000 third-party websites.

Position Summary
The Customer Service Specialist embraces the corporate vision and philosophy by providing quality service support that is personalized, exceeding the specific needs of each and every client with courtesy, accuracy, timeliness, effort and enthusiasm. The Customer Service Specialist team supports all of the Operations Department, Sales, Information Technology, and all Lines of Business. The team is overwhelmingly committed to ensuring internal and external client concerns or opportunities are handled until resolution with positivity, sincerity and providing a single point of contact.

Shift 

Monday-Friday - 12:00am - 8:00am with alternating weekend availability is required  

Position is remote - However, candidate must have reliable internet access at all times during their shift.  

Job Responsibilities

With the purpose of ensuring AccuWeather provides not only Superior Accuracy™ but world class customer service support, the Customer Service Specialist is an integral member of a team that is a centralized point of contact for customers both internally and externally. Responsibilities include:

Position Responsibilities:

• Monitoring assigned queues on a daily basis.
• Taking inbound calls.
• Outbound calls to clients for required products and follow-up.
• Reception desk coverage when needed.
• Identify and address all customer questions and concerns.
• Conflict resolution internal/external.
• Thoroughly research and understand all facets of customers’ requests.
• Assist customers by identifying and analyzing their needs to ensure high customer satisfaction, growth and retention of business.
• Maintain a current and robust level of product knowledge
• Work internally to resolve each ticketed issue in queue, conferring with other AccuWeather personnel for resolution.
• Update customer via the phone, email or other communication means as necessary with status of issue and estimated time for resolution.
• Monitor internal communications to alert others of potential issues affecting service.
• Offer input for product improvements or enhancements from knowledge gained by client issue resolution.
• Other duties may be assigned

Job Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma or General Education Degree (GED) is required
• Associate degree in English, Journalism, marketing or other related degree is preferred.
• Experience with Customer Relationship Management (CRM) software is preferred.
• One to two years in customer service field is required.
• Previous call center work in a customer service environment is preferred.
• 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.
• Ability to multi-task.
• Sound solving skills and ability to solve customer issues in an efficient and courteous manner.
• Proficiency with Microsoft Word and Excel, as well as experience with data entry is required.
• Ability to navigate the internet and web-based programs.
• Strong work ethic and demonstrates excellent record of attendance and punctuality.
• Ability to work well with teams and have professional interactions with all members and personalities.

Commitment to Diversity & Inclusion

AccuWeather is proud to be an Equal Opportunity/Affirmative Action Employer. We are committed to equal employment opportunity to all applicants and existing employees and we evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, physical or mental disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law. View the EEO is the Law poster here and its supplement here. The pay transparency policy is available here.