What are the responsibilities and job description for the Customer Service Representative position at Online Labels Group?
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Role Summary: Customer Service Representatives help customers via phone, tickets or chat in a supportive function while offering solutions for their needs and resolving any current or ongoing issues.
Experience Requirements: 0-2 years in the same or similar role.
Shift available: Monday-Friday: 11:00am-8:00pm
Training Shift: Monday-Friday 8:00am-5:00pm
Pay rate: $16.00/hour to start.
Benefits
Role Summary: Customer Service Representatives help customers via phone, tickets or chat in a supportive function while offering solutions for their needs and resolving any current or ongoing issues.
Experience Requirements: 0-2 years in the same or similar role.
Shift available: Monday-Friday: 11:00am-8:00pm
Training Shift: Monday-Friday 8:00am-5:00pm
Pay rate: $16.00/hour to start.
Benefits
- Potential Monthly Departmental Bonuses
- Medical
- Dental
- Vision
- Paid Time Off (PTO)
- 401(k) with Company match
- Holiday Pay
- Supplemental Insurances (Cancer, Critical Illness, Accident, Short Term & Long Term Disability, Life Insurance)
- Manage incoming calls, tickets, and live chat messages from customers.
- Communicating with customers to ensure that all their needs are understood and addressed.
- Providing functional labeling knowledge and solutions.
- Accurate quoting of blank labels, custom die creations, and small business custom printing.
- Act as a backup order writer for Enterprise CSR's.
- Working knowledge of internal CRM's upon completion of training.
- Troubleshoot customer issues for a variety of different printers and software in relationship to our products.
- Have working knowledge of entire order process: Placing an order, entering a sample request, checking inventory & item availability, Looking up shipping prices, Familiarity with transit times & methods of shipping.
- Looking up product prices, adding items to / modifying an existing order, canceling an existing order, tracking an order, returns and issuing a credit.
- General administrative duties.
- Troubleshooting customer issues.
- Collaborate with other internal departments to ensure that they fulfill all customer requests.
- Guide customers to the correct service based on their business needs provided criteria.
- Basic understanding of managed accounts held by Enterprise CSR's on team.
- Recommend materials and adhesives based on application requirements.
- Work with outside salesforce to meet customer needs including samples, art approvals, and managing ship dates.
- Other duties as assigned.
- Excellent organization, attention to detail, and follow-up skills
- Strong written and verbal communication skills
- Strong typing and computer skills (recommended at 30 wpm)
- Ability to interface well with all levels of management
- Ability to work well in a team environment as well as on your own
- Self-motivated and solution-oriented
- Customer-focused
- Excellent analytical, problem-solving, and decision-making skills
- Positive attitude.
- Ability to adapt to new technologies and processes quickly in ever-evolving systems
- Excellent interpersonal skills and strong emotional intelligence
- Work is predominately performed in an office environment and requires the ability to operate standard office equipment and tools including a computer, keyboard, and mouse.
- The ability to sit for extended periods of time and perform repetitive motions, including movements of the wrists, hands, and/or fingers, as well as stand, reach, squat and lift small parcels, packages, and other items, as necessary.
- Work requires the ability to read and analyze data using various documents and spreadsheets.
- The employee may be required to lift up to 25 lbs.
- Reasonable accommodations to these requirements can be made to applicants with qualified disabilities.
Salary : $16