Customer Service Specialist

Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.

Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area.

Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job.

Works under immediate supervision.

Primary job functions do not typically require exercising independent judgment.

Typically reports to a supervisor or manager. (Increase Customer Satisfaction. Take, enter, process and/or expedite orders.

Provide price estimates and quotes. Handle service problems and questions. Train customers on products. Provide service feedback to management)

Organization Core Values

Humanity – People, Respect, Teamwork, Community, Kindness

Excellence – Quality Work, Integrity, Responsibility, Accountability, Exceptional

Evolving – Curious, Forward-Thinking, Adapting, Changing, Flexible

Development – Grow, Create, Learn, Expand, Advance

Scrappy – Self-starter, Committed, Enthusiastic, Initiative, Hard-Working

Core Focus

Focus by area of the business – Customer Service Front Counter

Responsibilities

• Greets the customer in person. “Hi, welcome to Alphagraphics. What can we do for you today?” Avoid asking, “Are you here to pick up an order.”
• Answers the phone. “Alphagraphics, this is (your name),” or other variations like, “Thank you for calling Alphagraphics, this is (your name).” The important point is to state both your name and the name of the company.
• Accurately processes callers through the phone system. Transferring calls, parking calls on the answering service and paging.
•  Identifies the customer and his/her project through a few questions:
  • What project are you working on today?
  • Do you have an account with us?
• Depending on the answers, proceed as follows:
  • If they have an account and an assigned rep see if the rep is available to assist. If not, get all information about their job
  • If the project is complex, i.e. an EDDM job, Book job, promo or just a large job, then pass to either a CSR 2 position, an ISR, an OSR or the owner.
  • If the project is simple and can be done while they wait, then proceed.
  • If the project is simple but will take some time then follow the rule: In by noon, done EOD. In after noon, then done next day.
• Quotes turnaround from the “standard turnaround chart”
• Accurately enters correctly priced estimates and orders in POS System
• Follows up on estimates, asks for orders
• Enters orders in POS system
• Handles cash, check, or credit card transactions and deposits at front counter
• Verifies order accuracy and pricing
• Notifies customers when order is completed
• Handles customer complaints, forwards to management when appropriate
• Maintains front counter cleanliness, preparedness checklist
• Maintains front counter filing systems
• Logs new customer contacts for future follow up
• Maintains customer artwork files
• Takes complete messages for team members
• Refers customers to inside sales rep when appropriate
• Trains to become competent back-up during holidays and illnesses
• Develops customer’s trust by taking interest in the success and timely completion of
• their projects
• Trains to become a Certified Print Specialist
• Completes Digital Certification
• Pass on information about customers with future potential to the sales representative

Qualifications

• Strong technology skill with Microsoft Office and have worked with an MIS system
• A friendly and outgoing personality
• Experience in the printing industry an advantage
• Enjoys fast-paced working environment – ability to “multi-task”
• Has good math skills
• Has basic computer experience; ability to learn Point of Sales (POS) software for
• entering orders, estimates, and front counter transactions
• Demonstrates and utilizes courteous

Status - Casual

• Shift Variable between 8:30am to 5:30pm
• Pay  - $16-20 per hour (depending on specific industry expereince)

About Alphagraphics 

Alphagraphics is a brand fulfillment company helping customers with creative services, custom ordering portals, ecommerce, branding, kitting and shipping. We brand everything from printed products, signs, promo, swag - if a logo goes on it we produce it.  Alphagraphics Boise is part of a larger organization called Speedy CPS, which has 17 locations in Idaho, Utah, Wyoming and Montana.  14 locations are AlphaGraphic locations. 

Benefits:

• Health Insurance
• Dental and Vision Insurance
• 401k Retirement account matching
• Flexible Spending Account
• Several Supplemental Plans
• TeleHealth
• Employee discount
• Paid time off
• Holiday Schedule including your Birthday
• Planet Fitness Program

Salary : $16 - $20