Customer Service Representative

SPEEDY CPS LLC•Helena, MT

10d•Onsite

About The Position

Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Requires a high school diploma or equivalent and 2-5 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. Performs a variety of tasks. Works under general supervision; typically reports to a supervisor or manager. A certain degree of creativity and latitude is required. As a Customer Service Representative, your job will be to make our customers happy through excellence customer service during in person and phone call interactions. You will help customers that walk into our retail location to help them identify the best products and services for their needs and be able to take calls that come to the store or you are reaching out to a customer providing order updates or letting them know when their order is ready. This is a great foundational learning position for our organization that comes with several advancement and career options. We are a high growth company and looking for high level talent to add to our team. There will be development opportunities in all parts of the business for the right person who is a reliable employee, eye for details, good work ethic that can perform and produce results, and is willing to learn and receive feedback.

Requirements

Requires a high school diploma or equivalent
2-5 years of experience in the field or in a related area
Familiar with standard concepts, practices, and procedures within a particular field
Relies on limited experience and judgment to plan and accomplish goals
Strong technology skill with Microsoft Office
Has worked with an MIS system
A friendly and outgoing personality
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

Nice To Haves

Experience in the printing industry an advantage

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