TITLE: Lead CSR Digital Print Shop DEPARTMENT: Print Services
REPORTS TO: Director of Print Services
CLASSIFICATION: Exempt
SALARY: $40,000 - $45,000/yr.
WORK SCHEDULE: 40 hours per week; occasional evening and weekend hours during events
Job Responsibilities: As a Lead CSR for our digital print shop, you will be the primary point of contact for our clients, ensuring exceptional service and satisfaction. You will play a crucial role in managing customer inquiries, processing orders, and providing information about our digital printing services. The ideal candidate should possess strong communication skills, attention to detail, and a customer-centric attitude.
Customer Interaction: - Communicate with customers through various channels (phone, email, and in-person) to understand their printing needs.
- Provide prompt and courteous responses to inquiries, concerns, and requests for quotes.
- Build and maintain positive relationships with clients to enhance customer satisfaction.
Order Processing: - Accurately process and enter customer orders into the digital printing system.
- Collaborate with the production team to ensure timely and accurate order fulfillment.
- Monitor order status and proactively communicate updates to customers.
Product Knowledge: - Must have a comprehensive understanding of the digital printing services offered by the company.
- Ability to educate customers on available products, printing options, and pricing.
- Provide guidance to customers on selecting the appropriate printing solutions for their needs.
Issue Resolution: - Address and resolve customer concerns, including order discrepancies, quality issues, and delivery concerns.
- Escalate complex issues to the appropriate department and follow through to ensure resolution.
Communication: - Effectively communicate with internal teams to relay customer feedback and requirements.
- Keep customers informed about order status, delays, and any relevant information.
Quality Assurance: - Perform quality checks on completed orders to ensure they meet the specified requirements.
- Gather customer feedback to identify areas for improvement in service and product quality.
Qualifications: - High school diploma or equivalent; additional education or training in customer service is a plus.
- Proven experience in a customer service role in a print shop (minimum of 3 yrs. experience)
- Familiarity with digital printing processes and technology.
- Strong communication skills, both verbal and written.
- Exceptional problem-solving abilities and attention to detail.
- Proficient in using customer relationship management (CRM) software.
- Ability to work collaboratively in a fast-paced environment.
Attributes: - Customer-focused mindset.
- Proactive and solution-oriented.
- Excellent organizational and multitasking skills.
- Team player with a positive attitude.
- Ability to adapt to changing priorities and handle pressure.
Boys & Girls Clubs of Northeast Florida is an Equal Employment Opportunity Employer and Drug-Free Workplace. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.