What are the responsibilities and job description for the Customer Service Floor Walker position at Jostens?
JOB TITLE: Customer Service Floor Walker
On-Site
GENERAL DESCRIPTION OR PURPOSE OF JOB:
Floor Walker is responsible of doing audits (Calls-JNeff records), working on reports, supporting the team by answering questions, providing feedback, taking sup calls, and handling urgent issues emails. Provides help and assists in all the activities related to process improvement in the department.
RESPONSIBILITIES:
- Answer questions and provide guidance and feedback to Customer Service Agents to ensure best practices and maximize performance.
- Serve as a support to management and leadership team on performance evaluations and introduction of new procedures.
- Handle “Supervisor Calls” and closure of 05Q’s and holds as needed, to support queue and service levels.
- Support all departmental activities and needs.
- Handle Urgent Issues Request through its mailbox.
- Call – JNeff Audits
- Support the Team on answering questions – taking up calls.
- Work on Holds Report
- Coaching – Feedback
REQUIREMENTS:
- Manage intermediate EXCEL.
- Speaks/write Fluent English
- High attention to detail
- Open to work OT when needed.
- Open to receive feedback.
- If internal, 1 year in the Company with NO written warning
- Drive to results
- Open to work in other roles
- A people person
- Good interpersonal skills
- Schedule Flexibility
- Ability to coach and mentor people as well as maintain confidentiality.
- Ability to multi-task in a detail-oriented data and systems driven environment.
About Jostens:
Celebrating 125 years of business, Jostens has been a part of local communities, working with K-12 schools, colleges and universities, teams, and affiliation groups. Representatives from Jostens touch thousands of schools and groups every day, working to make a difference with products and services that recognize accomplishments and help people tell their stories. These products, along with resources for educators, yearbook curriculum and services to help motivate and inspire like Jostens Renaissance® and Commitment to Graduate (C2G) are all designed to contribute to a positive and rewarding school experience. As a household name and leading brand in our market, we are passionate about being the most trusted partner in celebrating moments that matter. We are a mid-size company with a small company feel, allowing us to move fast and explore innovative ideas.
Celebrating 125 years of business, Jostens has been a part of local communities, working with K-12 schools, colleges and universities, teams, and affiliation groups. Representatives from Jostens touch thousands of schools and groups every day, working to make a difference with products and services that recognize accomplishments and help people tell their stories. These products, along with resources for educators, yearbook curriculum and services to help motivate and inspire like Jostens Renaissance® and Commitment to Graduate (C2G) are all designed to contribute to a positive and rewarding school experience. As a household name and leading brand in our market, we are passionate about being the most trusted partner in celebrating moments that matter. We are a mid-size company with a small company feel, allowing us to move fast and explore innovative ideas.
Jostens is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
https://www.jostens.com/about/california-employee-privacy-policy
