MISSION
The mission of the Directory Services Representative is to process and maintain member information in the directory.
DUTIES
1. Takes customer service calls to answer questions related to directory advertising.
2. Processes requests from members, Field Business Consultants and sales staff using the internal computer applications. Verifies and validates all information provided prior to entry.
3. Ensures policies and procedures are followed as pertains to advertising rules set forth.
4. Works closely with sales staff and members regarding new and changed information requests.
5. Works with sales staff, members and Directory Ad Department to process new and changed ad requests.
6. Ensures accuracy of entry of department staff by proofing work of other team members.
7. Communicates information to ftd.com regarding zip code submissions and requests.
8. Handles requests assigned in HEAT, including credit requests, requiring research to ensure correct credit is given.
9. Professionally responds to incoming calls and emails.
10. Consistently achieve key indicators and performance standards as defined by management.
11. Provides our customers with quality service by following the defined processes and procedures.
12. Participates in ongoing on-the-job training. This may include one-on-one sessions with members of management and peer coaching.
QUALIFICATIONS
1. High school diploma or general education degree; or one to two years related experience
2. Proficiency in Microsoft Excel, Microsoft Word and the Internet. Database program familiarity also required.
3. Clear problem solving skills
4. Accuracy and attention to detail
5. Excellent communication skills, both written and oral
6. Excellent grammar skills
7. Clear speaking voice
8. Good listening skills
9. Good typing/keyboarding skills
10. Ability to handle pressure professionally
11. Good follow up skills
12. Ability to handle multiple projects at once
13. Even disposition
14. Ability to work independently and also as a team player
15. Must be flexible, receptive to change, and have the ability to adapt quickly to changing business requirements
Click Here to apply for this position. 
