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CSR: Customer Service Specialist

Job Summary

As a CSR phone representative, it is your responsibility is to delight our customer by providing the highest level of customer service with excellent verbal and written communication. You will answer the main customer service phone line and respond to questions.  All candidates should understand the printing process, have Customer Service Experience as well as basic computer experience.

Responsibilities and Duties

  • Maintains customer relationship by answering the phone and responding to inquiries in a timely manner.
  • Prepares for customer phone calls and inquiries by studying products, services, and customer service processes.  
  • Effectively manage large amounts of incoming calls.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Responds to customer inquiries by understanding inquiry; gathering and researching information; assembling and forwarding information; verifying customer’s understanding of information and answer.
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Investigate, review, and responds to dissatisfied customer reviews.
  • Being an advocate for prepress in handling shipping issues where we need to call the shipping service to find a resolution to the situation.  
  • Entering requested reworks from Customer Service Specialist Lead.
  • Supports Receptionist during breaks and lunches.

Qualifications and Skills

Knowledge, Skills and Abilities

  • Customer Service
    • Phone skills
  • Printing industry knowledge
    • Product Knowledge
  • Quality Focus
    • Listening
    • Attention to detail
    • Analyzing information 
  • Documentation Skills
  • Problem Solving
    • Resolving conflict

Benefits and Perks

  • We offer excellent pay and benefits including ownership in the Employee Stock Ownership Plan (ESOP), Medical, Dental, Vision, PTO, paid holidays, long term disability, short term disability, 401K plan with employer match, and more.
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