Customer Service Representative

ABOUT METRO MARKET MEDIA Metro Market Media is a leader in local media and marketing solutions, dedicated to helping our communities stay informed and connected. Our portfolio includes The Times of Gainesville, Forsyth County News, Dawson County News, specialty publications, and our popular “Best of” awards and events. We are proud of the role we play in our communities, and we are equally proud of the team culture we have built around a shared set of values.

POSITION SUMMARYThe Customer Service Representative serves as the first line of support for subscribers, walk-in customers, and callers — ensuring every interaction with Metro Market Media reflects professionalism, warmth, and care. This is a part-time role covering the hours of (Monday–Friday, 8:00 AM–3:00 PM), and is ideal for candidates seeking a consistent weekday schedule with full benefits eligibility.

Beyond answering questions and processing accounts, this role plays an active part in subscriber retention by identifying customer concerns, offering thoughtful solutions, and helping subscribers understand the products, services, and subscription options available to them. The Customer Service Representative reports to the Customer Service Manager and partners with circulation, billing, and editorial teams to deliver a consistently positive customer experience.

OUR CULTURE & CORE VALUESAt Metro Market Media, we hire, develop, and recognize team members against a clearly defined set of core values. These values are not aspirational language — they are the standard by which we evaluate fit, performance, and growth. The successful candidate for this role will demonstrate:

Be Honest — Act with integrity and show authenticity — even when it’s hard.

Stay Curious — Seek fresh thinking, ask smart questions, and pursue learning.

All In, Every Time — Focus on details, take ownership, and go above and beyond.

We Before Me — Work collaboratively, offer help, and lead with kindness.

Win Together, Grow Together — Deliver results, put customers first, and fuel growth.

WHAT SUCCESS LOOKS LIKE Success in this role is measured by consistent, professional service delivery, strong subscriber retention, and the smooth operation of front-line customer interactions during the morning shift. Specifically:

Every subscriber, caller, and walk-in customer is greeted promptly, professionally, and with genuine care.

Customer concerns are identified early and resolved courteously and efficiently, with appropriate follow-up and escalation when needed.

Subscribers are well-informed about available products, services, upgrades, and subscription options, supporting retention and account growth.

Customer accounts, payments, invoices, and records are processed accurately and maintained in real time.

Customer interactions, service requests, and follow-up needs are documented clearly and completely.

Smooth shift handoff to afternoon team members, with clear notes on any open issues or pending follow-ups.

KEY RESPONSIBILITIES The Customer Service Representative’s responsibilities span three core areas: customer interaction and retention, account research and payment processing, and documentation and administrative support.

Customer Interaction, Retention & Service Support Operate the switchboard to answer, screen, and forward calls; provide information, take messages, and schedule appointments.

Greet individuals entering the office, determine the nature of their visit, and direct or escort them to the appropriate destination.

Hear and resolve customer or public concerns with courtesy, patience, and efficiency.

Assist with customer retention by identifying concerns, offering solutions, and helping customers understand available products, services, upgrades, and subscription options.

Support light sales efforts by recommending relevant upgrades, add-ons, or service options when appropriate to meet customer needs.

Provide accurate information about departments, staff contacts, and available services to customers and visitors.

Maintain a welcoming lobby environment through light duties such as straightening reading materials and tending to plants or displays.

Account Research & Payment Processing…