Remote Customer Service Representative

Location: San Diego, CA 92111, fully remote - must reside in San Diego County

Hours:

First Shift: Monday - Friday 5am - 130pm

Mid Shift: Monday - Friday 930am - 6pm

Training Schedule for all Shifts: Monday - Friday 630am - 3pm

Pay: $18.50-$19.50/hr DOE

Temp-to-Hire

***Must be able to complete and pass an Online Assessment, on a computer or laptop (smartphones and tablets DO NOT work), to be considered for an interview***

***Must be able to pass a background check and drug screen

Using knowledge of company products, Customer Service Representatives provide the highest level of professional customer service to new and existing customers, through communication mediums including, but not limited to, phone, email, and in-person communications. Customer Service Representatives assist walk-in customers with pick-up orders and are responsible for assisting customers with all aspects related to ordering. Customer Service Representatives are responsible for placing new orders and answering any questions or requests. In addition, Customer Service Representatives provide quotes for custom orders or special requests. They must be able to prioritize a high volume of calls and customer orders while meeting departmental deadlines (managing their queue, emails, and phone calls). Customer Service Representatives must also be able to resolve customer complaints, issues, or questions in a respectful and timely manner, while ensuring that each customer interaction is positive.

Job Details:

· Demonstrate knowledge of all products and services provided by the company.

· Follow communication procedures, guidelines, and policies.

· Provide accurate and complete information to customers.

· Manage a large volume of calls and emails.

· Attend department meetings, including Performance, Betterment, and Growth meetings, and suggest new ideas and procedures.

· Understand how to prioritize and move orders to appropriate order states based on order status.

· Document and save all order details and changes in xVantage, yVantage, and/or Share.

· Understand order procedures and all associated approval requirements.

· Note all correspondence and relevant information between the customer and the company in xVantage.

· Communicate all issues, questions, and agreed upon resolutions to the customer and the appropriate departments.

· Communicate missed approval deadlines, delivery updates, cost changes, and any other pertinent information to the customer.

· Provide accurate pricing based on the company website.

· Email quotes to the customer within 24 hours of request.

· Understand how to quote "unofficial" products and complete quote sheets when outsourcing for manager/supervisor approval.

· Follow proper procedures for Rush Critical quoting.

· Ensure orders are reviewed and approved by the bindery and printing departments prior to sending any quotes to the customer.

· Understand how to accept and process different payment methods.

· Be informed of all discounts and promotions that may be offered to the customer.

· Take payment for orders with outstanding balances.

· Process orders into production and inform customers of pickup/delivery dates after their payment has been received.

· Provide necessary information to supervisor/manager to clear check and/or cash payments.

Qualifications:

· High school diploma required.

· 2 years Customer Service experience

· Experience working remotely

· Ability to work in multiple systems simultaneously

· Attention to detail

· Reliable with good attendance and communication

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.