Customer Service Representative

This is a fully remote position, open to applicants in Kansas.

📋 Description

• Respond to incoming telephone inquiries and engage in conversations with customers.

• Pose clarifying questions to fully grasp customer needs.

• Serve as the primary point of contact for inquiries from customers and the sales team.

• Retrieve customer account details using Customer Relationship Management software.

• Make entries to address issues, note preferences, and process orders, returns, credits, and other transactions.

• Handle requests for orders, pricing quotes, product availability, and additional service information through email, fax, phone, and e-commerce channels.

• Share information about new products and services by identifying up-selling and cross-selling opportunities.

• Troubleshoot basic technical issues via phone communication.

• Aim for one-call resolution and ensure timely follow-up as necessary.

• Utilize resources, tools, and technology to identify, research, and resolve customer concerns.

• Engage in continuous training and personal development.

• Recognize and inform the supervisor about trends in customer calls.

• Suggest process enhancements to boost service, efficiency, and accuracy.

• Foster positive and collaborative relationships with both customers and colleagues.

• Support additional tasks as assigned by the supervisor.

⛳️ Requirements

• High School diploma or equivalent (GED) is mandatory.

• Strong skills in Microsoft Excel, Word, and Outlook.

• Prior experience with an ERP or CRM system is required.

• Capability to learn new systems effectively.

• A minimum of three to five years of exceptional customer service experience in an inbound call center setting.

• Quick adaptability to new technology and tasks.

• Bilingual skills in English and Spanish are advantageous.

• One to three years of direct experience in a printing environment is preferred.

• Good understanding of various types of printing products is a plus.

• Ability to suggest equivalent or alternative products when needed.

• Must adhere to required attendance, schedule compliance, quality, and productivity objectives.

• Must execute work according to established safety, quality, and efficiency standard operating procedures.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Medical insurance coverage.

• Dental insurance options.

• Vision insurance available.

• 401(k) retirement plan.

• Life insurance benefits.

• Flexible spending account alternatives.

• Paid short-term disability leave.

• Paid long-term disability coverage.

• Paid time off for employees.

• Paid company holidays.

• Training opportunities.

• Professional development programs.

• Recognition initiatives.

• Opportunities for career advancement.

• Supportive and encouraging work environment.

• A rewarding and enjoyable work experience.