Know Your Guild ...

CIRCULATION
CUSTOMER SERVICE REPRESENTATIVE

Location:    1st floor, South

Members:    Full-time and Part-time

Weekly Wage Scale: $364.75 beginner
      $504.03 after 5 years

Hours of  Operation: 6:00 a.m.-7:30 p.m. Mon.-Fri.
      6:00 a.m.-9:00 p.m. Sat.
      6:00 a.m.-2:00 p.m. Sun.

Basic Duties:  Answer telephone calls, mostly from subscribers. Log subscription transactions, such as to start or stop home delivery, remedy errors and subscription billing .  The representatives handle approximately 1,100 calls a day. Every evening and weekend at least one of the reps will make call backs to those customers who have called earlier in the day regarding a non-delivery of their paper.

What Other Guild Members Might Not Realize About This Job - Our phone production is closely monitored and scrutinized on an individual basis. This includes number of calls answered, time away from the phone, the duration of each phone call, the number of calls were transferred to another location and to whom.  Our actual phone conversations can also be monitored by the customer service manager without our knowledge or the knowledge of the customer.