The Cape Cod Chronicle is an independent weekly newspaper covering the towns of Chatham, Harwich and Orleans, Massachusetts, on Cape Cod.

We are looking for an Call Representative Assistant to join our growing team . You will work closely with the customer service team and other team members to provide customer support to customers in a well-organized and friendly manner. 

Responsibilities:

- Manage day to day schedule with customer service team to ensure adequate support coverage
- Create a culture of empathy towards the consumer/business in the support organization
- Create metrics and goals with clear expectations for the individual team members
- Train and improve the responses being given by team members
- Improve efficiency of the team with template responses
- Provide feedback to larger team about the biggest pain points our sellers & consumers experience
- Create procedures for handling both consumer and business support requests

- 1-3 years customer success/customer experience.
- Experience doing consumer facing and business facing support
- Experience supporting a complex product is considered a plus
- Marketplace or e-Commerce experience considered a plus
- Customer Service experience highly desired
- Experience training team members on process, tools and technology
- Comfortable learning new tools and technology.

The Call Assistant should be able to handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.