Customer Service Representative - REMOTE at Nazdar Company in Lenexa, KS

Job description

• Nazdar is actively seeking to fill an open position for a remote Customer Service Representative. Our Customer Service team provides world-class service by striving to consistently delight our customers and provide them with quality experiences. As a CSR, you will provide customer support by handling inquiries as they relate to pricing, availability, product recommendations, order processing and follow-up, and technical assistance for our printing customers across North America. Successful individuals in this role will have a passion for customer service, possess strong capabilities in multi-tasking and utilization of system resources and have worked in an inbound call center environment.

Responsibilities

• Answering inbound telephone calls and engaging in dialogue with customers, asking clarifying questions as necessary to fully understand requirements.
• Acting as the first point of contact for customer and sales team inquiries.
• Accessing customer account information in Customer Relationship Management software and making necessary entries to resolve problems, record preferences and process transactions (orders, returns, credits, etc.).
• Processing customer requests for orders, pricing quotes, availability and other information received via email, fax, phone and ecommerce for products and services.
• Increasing the customer experience by providing information on new products and services through up selling and cross-selling opportunities.
• Troubleshooting basic technical problems by phone.
• Striving for one-call resolution of customer issues and providing prompt follow-up when required.
• Making best use of all resources/tools and technology to identify, research and resolve customer issues.
• Participating in ongoing training and engaging in self-development to stay abreast of product, service, technology and process/policy changes.
• Recognizing and alerting supervisor of trends in customers’ calls.
• Recommending process improvements to improve service, efficiency and accuracy.
• Building positive and cooperative relationships with customers and coworkers.
• Meeting or exceeding required attendance, schedule adherence, quality and other productivity related goals.
• Assisting with other duties as directed by supervisor.
• Performs job according to pre-established safety, quality, and efficiency standard operating procedures.

Requirements

• Minimum High School Education or equivalent (GED) required.
• Strong proficiency in Microsoft Excel, Word, and Outlook
• Previous experience working with an ERP or CRM and the ability to learn new systems.
• Minimum of three to five years of superior customer service experience in an inbound call center environment
• Ability to learn new technology and tasks quickly
• Bilingual in English and Spanish is a plus.
• One to three years direct experience in a printing environment is a plus.
• Solid understanding of varying types of printing products to be able to offer equivalent/alternative products when necessary is a plus.

Skills

Required

• Passion for customer service
• Strong capabilities in multi-tasking
• Strong communication skills
• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• ERP
• CRM

Benefits

• We are an Equal Opportunity Employer that values our employees and offers a competitive pay and benefits package, an encouraging, supportive environment with training, professional development, recognition programs, and career growth opportunities. Our benefits include medical, dental, vision, 401(k), life insurance, flexible spending account options, paid short-term and long-term disability, paid time off, and paid Company holidays.
• We believe that people will always be the heart of our success. That is why we truly value our employees and work to inspire them. When these two powerful elements intersect in a workplace people do extraordinary things.
• We are committed to delivering a work experience that is rewarding and fun, and are proud to have one of the longest-tenured staff in the industry. We invite you to bring your skills and expertise to our team and supply the fuel for growth.
• If this sounds like you, let us know. We cannot wait to meet you!