Customer Service Associate

Millman Multimedia Career•Hunt Valley, MD

51d•Onsite

About The Position

We’re Nations Photo Lab- where passion meets precision in the world of professional photography printing. We believe that every moment matters–whether it's capturing your child's first steps or your first trip to Venice. As a trusted industry leader, we've helped more than 500,000 happy customers preserve their best memories. Join us in our mission to inspire creativity, celebrate moments, and deliver excellence to 500,000 more! Are you ready to make an impact and be part of something big? We’re seeking a passionate and energetic Customer Service Associate to join our team. In this role, you’ll handle customer inquiries via phone, email, and chat, process orders, and manage account information. You’ll also be able to build strong relationships with customers and work closely with our team to enhance service quality. If you thrive in a fast-paced environment and have a knack for problem-solving, we’d love to hear from you!

Requirements

3-5 years of proven customer support experience in a high-volume call center environment
Prior experience in phone/chat/email customer support
Exceptional typing ability (60 wpm)
Strong phone contact handling skills and active listening
Familiarity and experience with CRM technologies (MS Office, Zen Desk, data processing systems)
Strong keyboard skills

Nice To Haves

An interest in print media, photography, or a similar industry is a plus but not required

Responsibilities

Communicate via inbound and outbound phone calls, email, and chat to address customer questions and concerns.
Process orders while managing essential customer account information.
Effectively manage phone, email, and chat online workflow.
Complete weekly one-on-one meetings with the team leader and director to ensure continuous improvement.
Apply coaching to improve customer service, interpersonal, and communication skills.
Manage customer issues and communicate with customers (75%)
Communicate via inbound and outbound phone calls, email, chat, and mail correspondence.
Manage phone or chat online workflow.
Address customer questions and concerns regarding their order while also managing account information.
Process orders while communicating all essential customer account information.
Identify and cross-sell for maximum customer/company benefit.
Complete a weekly one-on-one meeting with the team leader and director.
Follow and implement training to ensure exemplary customer service and call quality.
Apply coaching to improve customer service and interpersonal and communication skills.
Maintain all workflows and customer notes within company systems.
Complete a quality score sheet as directed by department goals.
Participate in end-of-shift duties/hand-off.
Promote a professional team atmosphere.