Job Description: Customer Support
Revised: 7/31/2022
Job Purpose
The responsibility of the Customer Support is to provide pre-sales technical/functional support to prospective clients and customers while ensuring customer satisfaction with minimal supervision. This employee needs to have the ability to identify potential issues and resolve them proactively. This individual will develop relationships with customers that have had positive or negative experiences with our service and resolve negative experiences for customer retention. The
Customer Support staff will assist customers with any questions or concerns they may have.
Primary Responsibilities
o Assist with phone, email, and chat inquiries
o Respond to all customer voicemails
o Contact customers regarding placement of orders, tracking, refunds, or issues
o Communicate with prepress and production associates regarding customer requests
o Issue coupons and store credit
o Make modifications to order details
o Provide estimates, invoices and schedule installations
o Work one on one with customers to plan projects and appropriate materials
o Resolve order issues
o Identify and prevent potential order issues
o Follow up (reviews, leads, targeted, permission, reviews etc.)
o Follow communication procedures, guidelines and policies
Skills/Qualifications
o Experience in Customer Service
o Detail-oriented with good written and verbal communication skills
o Ability to type and use computer
o Ability to multitask, communicate with other departments, and meet printing deadlines
o Reliable transportation required
Other Preferred Skills
o Ability to work independently with minimal supervision
o Strong problem solving skills
o Experience with Wordpress, Adobe Illustrator, and Microsoft Excel
Job Type: Full-time
Pay: $15.00 - $18.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Weekly day range:
Work setting:
Work Location: In person