Who we are - We are web-based video-on-demand networks with a focus on adult entertainment, based out of Downtown Miami. We are a group of creative souls with diverse backgrounds. If you are also a true believer of work hard & play hard, this is the place to be. At PSM, you will enjoy a fun & casual environment, team-building retreats, startup spirits, and great benefits. 

What we do - We discover what excites the world and deliver it seamlessly to our members! We are the creators of top sites you know and love. We are leading the industry by using cutting-edge technologies to deliver top-quality content. Our content and websites are published exclusively and enjoyed by millions of fans worldwide. 

What we are looking for - Paper Street Media, LLC is hiring for a FULL-TIME Customer Service Representative (Online). The primary role of Customer Service Representative is to assist our customers with tickets about any issues when they browse our websites and assist in any payment or billing-related questions or issues, including cancel requests and refund requests. This role requires detailed-oriented skills as well as strong communication skills.

The job will expose you to the content of adult nature. If this is something you are not comfortable with, please do not apply. 

We will contact you via email only. We will not contact you via phone calls or any 3rd party messaging system. Please be aware of any job offer scam. The job will start on a 90-day probationary period. 

Learn more about us here (link to http://paperstreetmedia.com/)

What you'll be doing:

• Interact with customers and business partners in a friendly, fun, and courteous manner.
• Assist customers with payment and billing inquiries, including cancel and refund requests.
• Assist customers with reported experience issues or potential bugs across all of our networks and provide guidance or next steps to be taken. 
• Attempt to save canceling customers. 
• Attempt to retain or renew customers seeking disconnect, downgrade, or changes to service through examining the needs of customers as they pertain to our brands.
• Recognize customer needs and offer services that best meet them. 
• Upsell opportunities for non-premium members.
• Perform other duties as needed.

Have-Have:

• Mastery of the English language.
• Experience with Zendesk or other CS tools is a plus.
• Flexible with work schedule (night shifts/weekend shifts).
• Customer service experience with billing ticket specialty is a plus.
• Internet/tech-savvy with stable internet and essential equipment (computer, mouse, keyboard, cables, etc.).
• Technical support experience is a plus.
• Sales experience is a plus.
• Excellent organization and time management skills.
• Problem-solving and analytical thinking.
• Documentation and reporting skills.
• Creative writing and good grammar are a MUST.
• Outgoing people person.