Customer Service Representative

About Us:<br /><br />Mercury Radio Arts is the media company founded by Glenn Beck, home to his national radio show and a growing portfolio of content, platforms, and initiatives.<br />Our newest venture, Torch, is a direct-to-audience platform built for people who want more than headlines and noise. It’s focused on truth, history, faith, and the ideas that shape a free society. Through original programming, deep-dive investigations, and immersive storytelling, Torch is designed to inform, challenge, and equip people to better understand the world around them.<br />We’re building something intentional. And we’re looking for people who want to be part of it<br />Position Summary:<br /><br />We have an immediate need for a Customer Solutions Specialist to join us at our studios in Las Colinas, Texas. This role is the primary point of contact for Torch subscribers, delivering the responsiveness and care of a customer service representative while also serving as a coordinator and liaison between our subscribers, the accounting team, and the tech team. The ideal candidate is patient, tech-savvy, and has experience working in a subscriber-based company or platform.<br />Essential Functions:<br /><br />Serve as the primary point of contact for Torch subscribers via phone, email, and chat, responding to questions and concerns with patience, professionalism, and a solutions-oriented approach.<br />Troubleshoot and resolve subscriber account issues, including login, access, and subscription management questions, escalating as needed.<br />Act as a liaison between subscribers and the accounting team on billing inquiries, payment issues, refunds, and subscription changes.<br />Partner with the tech team to identify, document, and escalat? technical issues affecting subscribers, and follow up to confirm timely resolution.<br />Log subscriber interactions, issues, and resolutions accurately and consistently in the customer service platform or CRM.<br />Identify recurring subscriber issues or trends and share findings with accounting, tech, and leadership to support ongoing process improvements.<br />Maintain a strong working knowledge of the Torch platform, product features, and subscription policies to provide accurate, timely support.<br />Minimum Qualifications:<br /><br />Previous experience in a customer service or customer support role, preferably with a subscription-based company or platform.<br />Tech-savvy and comfortable navigating and troubleshooting software platforms, apps, and basic account or billing systems.<br />Patient, personable, and professional, with strong verbal and written communication skills.<br />Strong problem-solving skills and the ability to coordinate effectively across departments, including accounting and tech, to resolve subscriber issues.<br />Highly organized and detail-oriented, with the ability to manage multiple subscriber inquiries and follow-ups at once.<br />Genuine interest in and alignment with Torch's mission and Mercury Radio Arts' values.<br /><br />#J-18808-Ljbffr