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 a 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 The starting compensation for this role is $17.00 an hour. 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. Deseret Digital Media is a leading media and online services company. Headquartered in Salt Lake City, DDM has a rapidly expanding global reach. Collectively, DDM’S media brands, which include leading local and national news sites, international sites, social media channels, a consumer marketplace, and travel and sports sites, reach nearly 100,000,000 global followers through its social media channels, reach more than 22,000,000 monthly unique visitors, and generate 850,000,000 monthly ad impressions. DDM is part of Deseret Media Companies, which also owns and operates radio stations, a television station, and Utah’s longest-running newspaper. As a mission-driven business owned by The Church of Jesus Christ of Latter-day Saints, DDM aligns its actions to honor its owner and demonstrate the value of its products to users. DDM is growing at a rapid pace and has attracted incredible talent thanks to its ambitious and values-driven mission: "To be trusted voices of light and truth reaching hundreds of millions of people worldwide."

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

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