Our company is committed to being trusted voices of light and truth reaching hundreds of millions of people worldwide.
Who We Are
KSL 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 Overview
As 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.
Note
Work 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 Do
Primary job duties will include, but are not limited to:
- Assist users via phone, chat, and email with KSL accounts and listings
- Moderate KSL listings to help prevent fraud and ensure a positive customer experience
- Manage incoming support tickets from users
- Work closely with the Customer Experience Manager on fraud prevention, moderation efforts, and special projects
- Collaborate with team members to represent the voice of the customer to product owners
- Provide feedback to product teams on user issues, bugs, and enhancement opportunities
- Troubleshoot user-reported issues and assist with known and unknown bugs
- Maintain proficiency in handling requests within the classifieds marketplace
- Manage personal KPIs, including response time and resolution metrics
Skills And Experience We Are Looking For
- Passion for delivering a positive customer experience
- Strong communication skills across phone, chat, and email
- Ability to work in a fast-paced, dynamic environment
- Self-motivated with strong attention to detail
- Effective time management and ability to meet deadlines
- Strong teamwork and collaboration skills
- Excellent computer and typing skills
- High school diploma or equivalent required
- Customer service experience preferred
- Strong problem-solving skills and initiative
Additional Requirements
- Work effectively in a team environment
- Proven ability to handle stress
- Ability to consistently work required hours, including evenings and weekends as needed
- Maintain a professional appearance and demeanor
- Build positive relationships with staff, management, and customers
- Computer literate, including working knowledge of Microsoft Office tools
- Ability to follow instructions and work with minimal supervision
- Strong organization, reliability, and self-motivation
- Ability to communicate professionally in person, by phone, and via email
- Ability to work both independently and collaboratively
- Sound judgment and decision-making skills
Physical Demands
- Communicate effectively through oral and written methods
- Use computers and standard office equipment for extended periods of time
- Sit and/or stand for extended periods
- Lift and carry light office materials as needed
Compensation
Competitive 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 enrollment
- Paid leave for new parents under our Medical Maternity and Parental Leave policies
- Opportunities to apply for tuition reimbursement
- Paid time off for vacation and sick leave in addition to paid company holidays
- 401(k) with Company match, fully vested from day one
- Paid time off for volunteering
- Employer-funded retirement account, fully vested from day one
- Employee Assistance Program (EAP) services
- Access to an entire team of free financial planners
- Matches on contributions to charitable organizations after one year of service
- Continuous growth and development opportunities
- Dynamic team culture that values teamwork, having fun, and collaboration
KSL 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.
