The Columbia Basin Herald has an immediate opening in their circulation department for a
Customer Service Representative

Pay: $32,736 annual with bonus opportunities

This position reports to the Circulation District Manager and the Marketing and Audience Development
Director and is responsible for assisting in circulation operations as it pertains to subscriber/single
copy billing, carrier pay, and customer service. This position is directly tied to subscriber acquisition
and retention to include customer service, billing and paper/computer work supporting the delivery of
the daily newspaper, niches, etc., facilities operations, and other duties as assigned.

Essential Job Responsibilities
The Customer Service Representative (CSR) is directly responsible for growing print and digital subscriptions through the retention of existing subscribers by providing exceptional customer service
(retain existing subscribers), acquiring new subscribers (calling for starts), processing orders, setting
up accurate customer accounts, working through customer invoicing complaints, ensuring payments
are processed accurately and coordinated with the CDA business office, and all invoicing is complete
and on time to ensure customer retention by minimizing stops.

Major daily responsibilities include but are not limited to:
• Immediate resolution of complaints providing over the top customer service
• Ensuring all records are up to date and accurate in the system
• Answer phones and assist callers and/or walk-ins
• Serve as back up for the front desk
• Process all payments promptly (credit cards and bank drafts) and/or effectively and efficiently
coordinate payments with CDA business to ensure customer payments get posted promptly and accurately
• Coordinate with CDA to ensure that Home Delivery and SC invoicing is complete, accurate and on
time

Ongoing Job Duties:
• Process cash collected from racks
• Fix rates/accounts system as needed
• Record single copy returns weekly
• Verify carrier payroll to ensure accuracy

Skill Set Requirements:
The successful CSR will possess and demonstrate technical and professional skills but be more of a
generalist than a specialist or technician. He/She possesses and demonstrates exceptional customer
service skills, good computer skills, good math skills, and is comfortable using clear and concise
written and oral communications skills, possesses excellent organization and time management skills,
paying close attention to detail. They are also able to multitask and work well under deadline pressure.

Other Requirements:
• High School degree or equivalent experience with strong skills in computing, logic and customer
service
• Goal driven with the ability to be flexible and adapt to change and to new opportunities
• Ability to work independently as well as a teammate
• Enthusiastic attitude and can do, customer service mind-set/focus
• Able to sit at /work on a computer for extended periods of time
• Able to use a calculator
• Aptitude for problem solving
• Valid WA driver’s license and current insurance
• Ability to pass a background test

Job open until filled.

Please send resume and letter of interest by email to: dmoreno@columbiabasinherald.com
or by mail to Columbia Basin Herald, PO Box 910, Moses Lake, WA 98837 Attn: Circulation.

The Columbia Basin Herald is an equal opportunity employer