Customer Service Representative - Remote
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About The Position
The Quadient Customer Service Representative is a vital role within our organization, responsible for managing inbound inquiries from a diverse range of customers, including internal teams, external clients, dealers, and field service offices. This position is remote and requires a proactive approach to customer service, ensuring that all inquiries are handled efficiently and effectively. The representative will engage in various tasks, including dispatching, addressing repair questions, troubleshooting equipment issues, providing postage and supply support, and resolving billing inquiries. Additionally, the role involves reviewing and explaining contractual agreements and addressing other customer requests as they arise. Our Customer Service Representatives are expected to demonstrate high emotional intelligence and a strong initiative to adapt to changing business needs. They should be passionate about helping others and possess excellent problem-solving skills, particularly over the phone. The ability to communicate openly and honestly while representing our organizational core values is essential in every interaction. The role also emphasizes the importance of establishing and achieving goals to improve the company’s service delivery. In this position, you will handle incoming calls, emails, and inquiries, ensuring prompt resolution and proper documentation of each interaction. You will provide first-call resolution for troubleshooting depot repair equipment models using various software programs. Interacting professionally with both internal and external teams is crucial to resolving issues and responding to communications in a timely and clear manner. You will be expected to exercise judgment and discretion in daily tasks, collaborating with managers and team members to ensure efficient and effective work processes. Researching and resolving routine requests and customer concerns will be part of your responsibilities, providing global support for all Quadient products and services. Meeting and exceeding established call metrics while embracing continuous improvement will be key to your success in this role.
