Customer Service Specialist

Boston Document Systems•Marlborough, MA

11d•Hybrid

About The Position

Boston Document Systems (BDS) redefines today’s office with highly innovative and cutting-edge equipment solutions that maximize printing, copying and document production efficiencies for clients nationwide. We have redefined preventive maintenance and how to maximize system uptime incorporating unique hardware/software solutions creating an unbeatable new level of reliability, service, diagnostics, and repair. Our market presence is defined and our strategies uniquely optimal with tremendous momentum. The Opportunity BDS is seeking a Customer Service Specialist to join our dynamic team. In this role, you will represent BDS while effectively addressing our customers' service and supply needs. You will take charge of incoming calls from customers looking to connect with service technicians or order supplies for their office equipment. Additionally, you will proactively update customers on the estimated arrival times for technicians and incoming parts, ensuring seamless communication and support. Candidates will need proven ability to thrive in a fast-paced environment and demonstrate outstanding phone support skills, clear communication, exceptional organizational abilities, and meticulous attention to detail. If you are ready to take on this challenge and make a real impact, we want to hear from you! This role is largely remote but may require in office work for training, team meetings, company meetings or any other work purpose determined to be in person.

Requirements

Experience working within a customer support department supporting clients' technical needs such as office equipment repair, IT, manufacturing equipment, service-based business, or related industry preferred but not required.
High school diploma or equivalent required, associate or bachelor's degree preferred
Excellent communication skills
A strong attention to detail and highly efficient organizational skills.
Ability to collaborate effectively with clients, team members, and management.
Excellent listening skills
Efficient phone skills
Strong systems skills including Excel, Microsoft Office
Strong email and writing skills
Proven experience working within a busy incoming call center supporting business client needs.
3+ years of experience as a customer service representative within a call center or equivalent environment is preferred.

Nice To Haves

Experience working within a customer support department supporting clients' technical needs such as office equipment repair, IT, manufacturing equipment, service-based business, or related industry preferred but not required.
High school diploma or equivalent required, associate or bachelor's degree preferred
3+ years of experience as a customer service representative within a call center or equivalent environment is preferred.

Responsibilities

Collaborate closely with the Customer Service Team to log, manage, and respond to customer support needs.
Process incoming requests from customers for supplies, support, and service.
Respond to client inquiries through customized email communications and develop strategies to address each client's unique needs and requests.
Maintain detailed records of incoming service requests by logging contact names, phone numbers, email addresses, and specific notes regarding their needs.
Work with BDS field technical staff on-site for service repair, scheduling on-site visits, and remote technical support for clients and technicians.
Schedule and monitor service dispatch calls with third-party technicians across the USA.
Support quality improvement initiatives.
Achieve the goals, initiatives, and expectations established by management.