NORTHBAY Customer Support Lead

Summary

This position will provide backup coverage to accounts due to employees being out sick or on vacation as well as additional help for on-site teams. This team member will be cross trained in multiple service areas at multiple account locations, and provide general office service support, which includes all OMG services, filling roles in the mailroom or courier services.

Responsibilities

• Maintains knowledge to provide full support for multiple positions and perform duties, across multiple clients.
• Works with daily changing roles, responsibilities, and work locations
• Monitors and listens to clients to understand inquiries and requests, to provide accurate information about the facilities and services.
• Ensures the delivery of faxes, mail/parcels in a timely manner.
• Communicates directly with the client to respond to inquiries as services are needed.
• Provides immediate attention to clients entering the work area.
• Maintains confidentiality when working with confidential client or OMG information.
• Performs miscellaneous duties as assigned by the client or Strategic Account Manager

Qualifications

• High School Diploma or equivalent
• Ability to drive and possession of a valid driver’s license.
• Knowledge of mail room environment preferred
• Knowledge of postal equipment preferred.
• Familiarity with USPS general guidelines preferred.
• Exhibit strong Customer Service skills.
• Demonstrate mechanical aptitude to operate mail equipment.
• Minimum of intermediate computer skills
• Microsoft EXCEL knowledge preferred.
• Reading, writing, and basic arithmetic skills required
• Ability to be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting
• Ability to learn skills quickly and thoroughly.
• Ability to multi-task with attention to detail
• Ability to function with a high level of patience, tact, and diplomacy in handling any complaints/situations
• Excellent verbal and written communication skills
• Excellent organizational skills
• Ability to communicate effectively with co-workers.
• Ability to read and understand written and oral instructions.
• Strong initiative with an ability to work independently with minimal direct supervision.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to drive and possession of a valid driver’s license.
• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of up to 100lbs
• Ability to read and comprehend instructions.
• Ability to write.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.) or mail processing equipment
• The ability to exert maximum muscle force to lift, push, pull, or carry objects.
• The ability to lift approximately 50lbs.