Customer Service Representative at Quadient, Inc. in Carrollton, Texas

Job Description:

Customer Service Representative
Carrollton
Texas

ABOUT QUADIENT

For thousands of customers around the world, Quadient is the driving force behind providing meaningful customer experiences, helping our customers create personalized interactions and make meaningful connections. We simplify the connections between people and what matters. Quadient. Because Connections Matter. Learn More

About The Role

Quadient, has an immediate opening in the Dallas area for a Customer Service Representative with 1 to 3 years of customer service experience. The Customer Service Representative is responsible for handling inbound inquiries from internal/external customers, dealers and field service offices. These calls will vary between dispatching repair questions, detailed problem resolution through troubleshooting equipment, postage and supply support, billing inquiries, and the resolution, review, and explanation of contractual agreements as well as other various requests. The ideal candidate will have experience in customer service and actively demonstrate the commitment to customer retention and teamwork. The ideal candidate will also possess the initiative to seek and embrace change, remain flexible as the business needs require, the ability to improve the company by establishing and achieving goals, a style of communication that is open and honest, and engaging in use of the organizational core values in every interaction.

In This Role You Will

• Responsible for promptly handling incoming calls for inquiry resolution and processing document/email inquiries for district, dealer, and internal customers.


• Handle a variety of call types based on the needs of the business.


• Provide first call resolution when troubleshooting depot repair equipment models.


• Use various software programs while assisting customers and properly document information relative to the call.


• Interact professionally with internal and external areas to resolve issues accordingly.


• Respond to voicemails, emails and faxes in a clear and concise manner that is timely based on the urgency of the request.


• Exercise judgment and discretion in the completion of daily tasks and interaction with customers.


• Partner with the supervisor to ensure full preparation to work efficiently and effectively.


• Research and resolve routine requests and customer concerns as received.


• Take every opportunity to exceed the expectations of both internal and external customers.


• Accomplish additional tasks, duties or projects assigned by the management team.

What You Offer

• High School Diploma or equivalent (GED) required.


• 1-3 years of customer service experience.


• Must be able to multi-task in a high-volume, fast-paced call center environment.


• Must enjoy direct interactions with customers and employees.


• Demonstrates commitment to problem solving and resolution.


• Leasing experience in the office equipment industry preferred


• Knowledge of Order Care processes and procedures preferred.


• Hands on experience of troubleshooting depot repair and other products as required preferred.


• Basic computer skills including outstanding typing and 10-key by touch.


• Proficiency in Windows based applications including Microsoft Office (Word, Excel, Outlook, etc.).


• Hands on knowledge of the following systems preferred: Salesforce, CRM, Atlas, ERP, SFDC, ServiceMax, OLS


• Must work well under pressure.

What We Offer

We celebrate our sharedcommitment to great work- andto each other.As a diversecollective of thinkers and doers, we are continuouslyinspiring innovation.

We Are EPIC!

Empowerment - embrace and drive change Passion - determined to drive customer success

Inspiration - lead by example and constantly innovate Community - collaborate like crazy

What our employees say about working at Quadient

https://careers.quadient.com/global/en/andrew-s-story https://careers.quadient.com/global/en/jaker-s-story

https://careers.quadient.com/global/en/corinne-s-story

Comprehensive benefits, discount, wellness and work-life balance programs, along with various diversity/inclusion/empowerment groups. If working for an inclusive company whose culture is based on collaboration, then apply to find out more!

The above statements are intended to describe the general nature and levels of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Quadient is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.