Job Description

Job Location: HMM The Times - Gainesville, GA 30501
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 SUMMARY
The 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 VALUES
At 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
- Set up and update customer accounts, handle subscription changes, and resolve subscriber issues with professionalism and care.
- Review customer data to research account questions, troubleshoot issues, and provide accurate responses.
- Receive payments, issue receipts, and process subscription invoices, billing adjustments, refund requests, and related account paperwork.
- Maintain accurate records of services rendered, payments received, and customer accounts.
- Enter and update databases of customer contact information, including names, addresses, and phone numbers.
Documentation & Administrative Support
- Accurately document and report on customer interactions, service requests, concerns, and follow-up needs.
- Use Microsoft Office tools, including Excel, Word, Outlook, and other Microsoft-based systems, to complete data entry, prepare documents, track information, and communicate effectively.
- Collect, sort, distribute, and prepare mail, messages, and courier deliveries received during the morning shift.
- Provide a clear shift handoff to afternoon staff, documenting any open issues, voicemail follow-ups, or items requiring attention.
- Support other departments with administrative tasks as needed.
- Perform other duties as assigned by the Customer Service Manager to meet the ongoing needs of the organization.

Qualifications
QUALIFICATIONS
What You’ll Need
- High school diploma or equivalent required.
- Minimum of 2 years of customer service experience in a retail, office, or call center environment.
- Strong communication skills — clear, friendly, and professional, both over the phone and in person.
- Comfort with light sales conversations and recommending products, services, or upgrades that meet customer needs.
- Proficiency with Microsoft Office (Word, Excel, Outlook) and the ability to learn new software quickly.
- Self-starter with strong organizational skills and the ability to work independently.
- Detail-oriented with the ability to manage multiple tasks accurately and prioritize effectively.
- Reliable availability for the full morning shift, Monday through Friday.
- Demonstrated alignment with our core values.
Preferred

Qualifications
- Prior experience in a customer retention, account management, or light sales role.
- Experience with accounting or billing software.
- Experience with CRM software and customer databases.
- Prior front-office or reception experience in a media, publishing, or community-facing organization.

Work Environment & Physical Demands
- Office-based role with regular direct interaction with customers, callers, and staff.
- Regularly required to talk, hear, stand, walk, sit, climb, bend, stoop, and kneel.
- Must be able to lift and/or move items weighing up to 25 pounds (e.g., supply deliveries, mail, files).
- Extended periods of computer and telephone use required.
Additional Requirements
- Must adhere to all Metro Market Media policies, including the Business Conduct Policy, Confidential Information Policy, and Equipment Use Policy as outlined in the MMM Employee Handbook.
- Maintains strict confidentiality of customer account information, payment information, and internal records.
- Employment is contingent upon successfully passing applicable background checks as required by MMM policy.
COMPENSATION & BENEFITS
This is a part-time position scheduled for 25 hours per week (Monday–Friday, 8:00 AM–1:00 PM). Metro Market Media offers a competitive hourly wage commensurate with experience. This position is benefits-eligible and includes the same comprehensive benefits package available to full-time employees, including medical, dental, and vision coverage; 401(k) with company match; and paid time off and paid holidays (prorated based on scheduled hours where applicable). For full benefits details, please refer to the Metro Market 2025 Benefit Guide, which will be provided during the interview process.
WHY METRO MARKET MEDIA
We offer a competitive compensation package, comprehensive benefits, and the opportunity to be part of a values-driven team that genuinely cares about the communities we serve. This part-time role is ideal for candidates who want meaningful customer-facing work, a consistent weekday morning schedule, and the benefits and stability of a full-time job. As our Customer Service Representative, you will be the welcoming face and voice of Metro Market Media — the first impression our subscribers and community members have when they reach out, and an active partner in keeping them connected to our publications.