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Company Name : Quadient
Location : Austin, TX 78730
Position : Customer Support Advocate (Remote)
Job Description : What? You’ve never heard of Quadient? Read below and let us impress you!!
Quadient has been helping customers since 1924. (That’s right, almost 100 years!) We are the driving force behind the world’s most meaningful customer experiences. By focusing on four key solution areas including Customer Experience Management, Business Process Automation, Mail-Related Solutions, and Parcel Locker Solutions, Quadient helps simplify the connection between people and what matters. Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence. Because connections matter.
Deliver with passion
Quadient delivers exceptional experiences with passion. We continually strive to innovate and reimage something new. That inspires and motivates people to exceed expectations. Our business success is underpinned by the trust that our clients invest in our products, and in our commitment to delivering the very best solutions. This trust is earned by great people, doing a great job. We call it: The Power Of You.
That’s Nice, But What’s the Job?
This is where the magic happens..
In short, the Quadient Customer Support Advocate is responsible for handling inbound inquiries from internal/external customers, dealers, and field service offices based from our call center in Carrollton, TX.
Wait, there’s more! 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. Demonstrate the commitment to customer retention and teamwork. Our top-notch Customer Service Reps 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 represents our organizational core values in every interaction.
So What Kind of Folks Are We Looking for?
Do you have what it takes to be part of the Quadient team?
Responsible for promptly handling incoming calls for inquiry resolution and processing document/email inquiries for district, dealer, and internal customers.
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 managers, leads, and fellow team members 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.
Be able to meet and exceed established call metrics and follow a set schedule predetermined by our workforce team.
What it Takes to Be a Successful Customer Support Advocate…
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.
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, Service Max, OLS
Must work well under pressure.
Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They make us EPIC. Together.
Empowerment – embrace and drive changePassion – determined to drive customer successInspiration – lead by example and constantly innovateCommunity – collaborate like crazy
Employee Benefits
Quadient Offers Comprehensive Benefits Packages With Compensation that STARTS AT $18/Hour.
We want Quadient to be a place where we are all able to bring our whole selves to work and where our differences are embraced and celebrated. We operate in diverse areas, cultures and communities; our customers are as unique as we are.
Quadient is an Equal Opportunity Employer, and all qualified applications will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristic protected by law.
About Quadient
At Quadient, we exist to help organizations simplify the connection between their customers and what matters most. From mortgage approvals, medical results, and insurance claims, to accounts receivables, invoices and inbound packages.
Every day – we help companies manage over 788 million connections with their customers. Our award-winning solutions and best in class customer service are the reasons we have grown to become the driving force behind the world’s most meaningful customer experiences.
Disclaimers:
Quadient does not accept unsolicited resumes from headhunters, recruitment agencies or fee-based recruitment services. Please do not forward resumes to our jobs alias, Quadient employees or any organization location. Quadient is not responsible for any fees related to unsolicited resumes.
US – Disclaimer: 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.
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