KSL Customer Experience Specialist (Full-time, Hybrid-Remote, Utah)

Our company is committed to being trusted voices of light and truth reaching hundreds of millions of people worldwide.Who We AreKSL is Utah’s leading local news source across digital and broadcast platforms, delivering trusted, award-winning journalism through KSL.com and KSL-TV. We provide in-depth local reporting, investigative journalism, and up-to-the-minute coverage that serves communities across the state. Committed to being a trusted voice of light and knowledge, KSL helps Utahns stay informed, connected, and engaged with the issues that matter most.Position OverviewAs a full-time Customer Experience Representative, you will support KSL users by helping resolve questions and issues across our sites and apps. This role works closely with both external customers and internal teams, requiring strong communication skills and adaptability. You will also play a key role in maintaining a safe and trustworthy marketplace by assisting with fraud prevention and listing moderation efforts.NoteWork configurations are subject to change based on business needs and at company discretion.This position is an Remote-Hybrid role that may require occasional on-site presence in Salt Lake City during training and as determined by management. Employee must be based out of Utah. What You Will DoPrimary job duties will include, but are not limited to:Assist users via phone, chat, and email with KSL accounts and listingsModerate KSL listings to help prevent fraud and ensure a positive customer experienceManage incoming support tickets from usersWork closely with the Customer Experience Manager on fraud prevention, moderation efforts, and special projectsCollaborate with team members to represent the voice of the customer to product ownersProvide feedback to product teams on user issues, bugs, and enhancement opportunitiesTroubleshoot user-reported issues and assist with known and unknown bugsMaintain proficiency in handling requests within the classifieds marketplaceManage personal KPIs, including response time and resolution metricsSkills And Experience We Are Looking ForPassion for delivering a positive customer experienceStrong communication skills across phone, chat, and emailAbility to work in a fast-paced, dynamic environmentSelf-motivated with strong attention to detailEffective time management and ability to meet deadlinesStrong teamwork and collaboration skillsExcellent computer and typing skillsHigh school diploma or equivalent requiredCustomer service experience preferredStrong problem-solving skills and initiativeAdditional RequirementsWork effectively in a team environmentProven ability to handle stressAbility to consistently work required hours, including evenings and weekends as neededMaintain a professional appearance and demeanorBuild positive relationships with staff, management, and customersComputer literate, including working knowledge of Microsoft Office toolsAbility to follow instructions and work with minimal supervisionStrong organization, reliability, and self-motivationAbility to communicate professionally in person, by phone, and via emailAbility to work both independently and collaborativelySound judgment and decision-making skillsPhysical DemandsCommunicate effectively through oral and written methodsUse computers and standard office equipment for extended periods of timeSit and/or stand for extended periodsLift and carry light office materials as neededCompensationCompetitive market pay is determined by multiple factors including but not limited to education, experience, knowledge, skills, and internal equity.What We Offer You: Check Out Our KSL Benefits!Employees at KSL can enjoy a broad offering of benefits, including:Robust, affordable medical, dental and vision coverage with no wait period for enrollmentPaid leave for new parents under our Medical Maternity and Parental Leave policiesOpportunities to apply for tuition reimbursementPaid time off for vacation and sick leave in addition to paid company holidays401(k) with Company match, fully vested from day onePaid time off for volunteeringEmployer-funded retirement account, fully vested from day oneEmployee Assistance Program (EAP) servicesAccess to an entire team of free financial plannersMatches on contributions to charitable organizations after one year of serviceContinuous growth and development opportunitiesDynamic team culture that values teamwork, having fun, and collaborationKSL is an equal opportunity employer. KSL provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to legally protected characteristics.