Customer Experience Specialist, Commercial Observer

Observer Media is seeking an individual passionate about making customers happy to join the Product team. The Customer Experience Specialist, Commercial Observer will play a critical role in making sure our soon-to-launch membership business a big success. Reporting directly to the VP of Product, this individual will be responsible for all channels of communication with our end-user customers, resolving any issues when they arise and proactively reaching out to customers to ensure they are satisfied with their experience and highlighting new products and experiences as they are available. This is an excellent opportunity for someone who is committed to delivering great customer service and is interested in learning about product management and user experience research.

Primary Responsibilities:

  • Respond to all inbound end-user customer inquiries via email and phone in a timely manner and follow-through any issues to resolution

  • Proactively reach out to customers to make sure they are having a great experience

  • Become a subject matter expert on the Commercial Observer’s content, membership benefits and subscription options

  • Identify opportunities to improve the product by capturing customer feedback and sharing with the Product team

  • Set up corporate site licenses sold by the Sales team in our subscription management platform and distribute access to end-users

  • Help manage the quality of our customer database and support the Product team by running reports and doing ad hoc analysis

  • Coordinate with printing and delivery vendors to ensure print customers are receiving their subscriptions; ensure partner vendors have up-to-date customer information

  • Create new processes as needed to make the business more efficient and successful

Qualifications:

  • 2-3 years of relevant experience in a customer-facing role, ideally in customer service, account management or sales

  • Excellent verbal and written communication skills required

  • Experience with Salesforce, Zendesk or other CRM systems strongly preferred

  • Team player who works well cross-functionally and at different levels of seniority in the organization

  • Self-starter who is comfortable working autonomously within a loose framework and taking on even the smallest of tasks if it will help the customer or the business

  • Ability to think on your feet, be proactive, and tackle several projects at once getting things done not only quickly but with high quality 

HOW TO APPLY:
Send the following to product-jobs@observermedia.com and write “Customer Experience Specialist” in the subject line.

All applicants must include:
Resume (Word or PDF)
Cover letter (Word or PDF)