Consumer Support Representative

Consumer Support Representative

The Minnesota Star Tribune is an innovative modern media organization building on an extraordinary 158-year legacy. With seven Pulitzer Prizes and numerous other accolades, we stand as a beacon of journalistic excellence in Minnesota. Together, we are the heart and voice of the north.

Our mission is to build a better Minnesota by connecting us with the people, ideas, and stories that strengthen our communities. We're seeking dynamic leaders who are passionate about journalism and democracy to help shape this future. If you are excited about reinventing one of our state's most trusted institutions and leading us into a new era of growth and excellence, we want to hear from you.

We are looking for Consumer Support Representatives to join our call center team in Minneapolis MN. Those in this role will be responsible for answering incoming calls and electronic communication regarding subscriptions, entering new customer orders, answering product questions and taking payments, as well as making outbound calls to customers regarding their account or automatic renewal status. Candidates must be available Monday - Friday between 8:00 AM and 7:00 PM, and Saturday - Sunday between 9:00 AM and 6:00 PM.

Responsibilities:

• Handle customer inquiries related to home delivery, digital products, website support, and subscription services with professionalism and efficiency
• Provide timely and effective solutions while maintaining a high level of customer satisfaction
• Redirect customers to appropriate departments or teams as needed
• Make outbound calls to customers regarding account status, billing, and auto-renewal details
• Collaborate with support, marketing, and other internal teams to ensure customer satisfaction and product success
• Meet or exceed individual and team goals for call volume, retention, and service quality
• Adhere to all communication standards, policies, and procedures during every customer interaction
• Demonstrate a commitment to delivering an exceptional customer experience in every task

Qualifications:

• High school diploma or equivalent (GED) required
• Call center or customer service experience preferred
• Experience with Zendesk or other online help ticketing systems a plus
• Excellent verbal and written communication skills, with strong phone etiquette (empathy and active listening)
• Proficient in Microsoft Office; strong multitasking and time management skills
• Friendly, energetic, and compassionate approach when interacting with customers and team members

Compensation:

The compensation range for this role is $18.00 - $19.00/hour plus commission.

Compensation for the role will depend on several factors, including a candidate's qualifications, skills, competencies and experience and may fall outside of the range shown. The Minnesota Star Tribune offers a competitive total rewards package, which includes a 401(K) match, healthcare coverage – medical, dental, and vision, life, disability, paid time off, and a broad range of other benefits.

At The Minnesota Star Tribune, we recognize that our employees are our greatest asset, and we are committed to their happiness, growth, and well-being. Here's a snapshot of the exceptional benefits we offer:

• Modern Downtown Office: Enjoy a state-of-the-art workspace with a free fitness center, collaborative center, golf simulator, and a rooftop patio.
• Comprehensive Benefits: Includes commuting subsidy, medical, dental, and vision insurance.
• Wellness & Work-Life Balance: Participate in our wellness program with financial incentives, generous paid time off, flexible holidays, one volunteer day, and two wellness days.
• Financial & Family Support: Benefit from a 401(k) with company match, paid parental and caregiving leave, hybrid work arrangements, and tuition reimbursement.
• Additional Perks: Access to an employee assistance program, pet insurance, flexible spending accounts, and health savings accounts.

2025 award winner of Fast Company's Most Innovative Companies in Media and News and proud recipient of Newsweek's Greatest Midsize Workplaces 2025 recognition.

Equal Opportunity Employer:

Even if you don't meet every single requirement for this role, we encourage you to apply. At The Minnesota Star Tribune, we are dedicated to building a diverse and inclusive workplace and welcome applicants from all backgrounds.