Client Service Representative

Company Name:
Tribune Publishing
Sun Sentinel is seeking a Advertising Customer Service Representative to join our team!

Prepare ROP (Run of Paper), and Online orders for sales reps, including verification of materials missing, sorting and attaching ads, tracking materials, proofreading, resolving errors, researching credit and billing issues, and making corrections independently except when requiring supervisor's approval, performing various quality control, administrative, clerical duties to support account executives and advertisers as well as the Company and department goals. Provide a proactive focus and engagement to insure revenue attainment across all product lines.

Responsible for providing excellent service to customers within the Sun Sentinel and to readers, advertisers and the community through regular job duties and as a member of the Sun Sentinel team to write, sell, produce and deliver the best newspaper possible
Process ROP & Niche ads: including writing orders, changing and killing ads, processing and tracking of materials, work with Layout department for late ads, schedule Dispatch for pickup, giving information to new customer call-ins and help existing customers who require immediate assistance.
Process Preprints: including writing orders, changing and killings inserts, processing and tracking of materials; along with verification of overages & shortages, late orders/material, giving information to new customer call-ins and help existing customers who require immediate assistance.
Under general supervision, perform a variety of customer service and clerical duties to ensure the advertising team runs smoothly and efficiently. E.g., open new advertiser accounts, research billing discrepancies, write credits, assist reps. from the road, etc.
Provide back up for other teams members, including Satellite offices and Classified colleagues insuring a thorough understanding of all the Advertising Division workflow processes.
Works closely with Billing and Credit departments to ensure rating accuracy.
Respond to customer questions, concerns and/or complaints and follow established procedures to resolve to the satisfaction of the customer.
When necessary, fill in for vacant sales territories by contacting frequent advertisers, maintaining their ad schedules and managing the territory.
Excellent verbal and written communication, organizational and interpersonal skills.
Ability to provide excellent customer service.
Ability to learn new jobs quickly in a fast-paced environment.
Ability to concentrate on multiple details.
Ability to maintain individual accuracy in deadline oriented environment.
Ability to maintain department accuracy under deadline constraints while maintaining good employee and inter-departmental relations.
Ability to take direction and work independently.
Ability to recognize and understand advertising terms, processes and procedures.
Ability and desire to take initiative and offer suggestions to improve work processes.
Ability to work in a team environment.
Ability to remain calm when dealing with difficult situations and individuals.
Knowledge of AdDesk, e-tearsheets, Microsoft CRM, Adit or other similar programs.
Thorough understanding of the internet, with basic knowledge of Microsoft Excel, Microsoft Word and Microsoft Outlook.
Ability to adhere to job procedures which may frequently change due to changing technology, deadlines and priorities.
May handle cash, checks and expense forms. With the Credit Department, works to keep accounts receivable to a minimum. Performance in job directly affects Retail and National revenues.
Assist in orienting less experienced employees and in the account executive orientation program.
High school diploma or equivalent.
Preferred 3 or more years in newspaper industry. Equivalent experience in customer service or servicing customer accounts considered.
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