Customer Experience Specialist

The Bernard Group Inc•Chanhassen, MN

1d•$39,520 - $43,680•Hybrid

About The Position

Do you want to work for a company where your co-workers are co-owners? We are 100% employee owned! Smartpress is a fast-growing online printing service, disrupting the traditional printing industry one innovation at a time. Our customers love us (seriously, google Smartpress reviews) and we love them right back, providing an easy online experience, high-quality printed products and world-class customer service. Not to mention our commitment to eco-friendly practices and sustainable materials (“smart” is in our name, after all). Are you passionate about providing exceptional customer service? Join our Smartpress team and be the voice of our brand! We are seeking a dedicated Customer Experience Specialist to maintain strong customer relationships by promptly responding to inquiries via phone, chat, and email. If you thrive in a fast-paced environment and have a knack for problem-solving, this role is for you! Shifts available: Monday through Friday, varying shift hours 7:00 am - 4:00 pm, 8:00 am - 5:00 pm and 9:00 am - 6:00 pm (hybrid work environment between office and remote working locations)

Requirements

High School diploma or GED
minimum of 2 years experience in a customer service environment
provide quality customer service by assisting clients with questions and/or concerns
provide regular communication with team members
pay close attention to detail to complete projects accurately within deadlines, while meeting company quality standards
be an intuitive thinker and problem solver to successfully troubleshoot in a timely manner
be self-motivated, a fast learner, and show initiative to seek out customer and corporate needs
have the ability to work independently, make decisions and solve problems independently, effectively and creatively
apply effective time management and self-management skills
understand and maintain the confidential nature of company, employee and customer information
able to effectively communicate, both verbally and in writing. Strong interpersonal skills including, demonstrated listening skills and the ability to present ideas and thoughts concisely and effectively both internally and outside the organization
willing to admit when you make a mistake (it happens to the best of us)
fiercely loyalty to both our customers and teams
trustworthy, reliable, and easy to get along with
enthusiastic and eager to take on new challenges
adaptable and willing to wear whatever hat gets the job done

Responsibilities

prepare for customer phone calls, emails and chat inquiries through continuous learning of our products, processes and policies
effectively manage a large volume of incoming calls, emails and chat requests
identify and assess customer expectations, aiming to achieve total customer satisfaction
respond to customer inquiries with understanding
resolve product and service issues in a timely manner by finding the resolution that best meets the customer’s needs
investigate, review, and respond to customer complaints
assist in entering rework tickets as needed