Classification : Support Staff
Exemption Status / Test : Non-exempt
Job Grade : 6
Department : Center for Print Production and Distribution
Reports To : Chief, Print Production and Distribution
Job Goal :
Provide internal and external white glove customer support to Region 4's new escprintworks operation. This position will monitor, research, assist, and resolve internal and external customer inquiries.
Qualifications : Education :
High school diploma or GED
Experience :
- Four years of experience in a customer service environment with direct customer contact, including phone, email, and face-to-face interactions
- Experienced in leading customer service initiatives
Special Knowledge and Skills :
Excellent interpersonal, communication, problem-solving, and customer service skillsStrong proficiency in the use of the Microsoft Office suite of products, including Word, Outlook, and ExcelAbility to learn quickly and utilize Region 4's new CRM system (PACE / eps)Skill in reviewing, comparing, and interpreting data to assist in problem-solving and troubleshooting discrepancies in records and reportsAbility to work across multiple teams with tight timelines to achieve successAbility to maintain a composed, positive, and empathetic demeanorAbility to prioritize multiple tasks, projects, ad-hoc requests, and deliver results by completing customer requests in a timely fashionHigh attention to detailMajor Responsibilities :
Assist internal and external customers by responding to phone calls, e-mails, and in-person inquiries in a positive professional manner with minimal errors.Provide support by accurately entering and managing data in applications, reports, or in response to customer requests.Resolve service problems by clarifying the customer issue, determining the cause of the problem, selecting and explaining the best solution, expediting assistance or adjustment, and following up to ensure resolution.Communicate and escalate problems and workflow issues in a timely manner to promote a customer-focused, positive, and cooperative work environment.Collaborate with team members to improve and develop processes designed to increase efficiency and effectiveness.Provide feedback and firsthand knowledge in expanding customer service FAQs and SOPs.Provide assistance as needed to Region 4 professional staff.Establish key departmental contacts for accurate referral of internal and external customer calls.Provide face-to-face service to customers entering McKinney Conference Center as needed.Supervisory Responsibilities :
None
Physical Demands / Environmental Factors / Mental Demands :
Frequent use of standard office equipment; prolonged sitting; occasional bending / stooping, pushing / pulling, and twisting; repetitive hand motions (keyboarding and use of mouse); occasional light lifting and carrying (less than 15 pounds); may work prolonged and irregular hours; work with frequent interruptions; maintain emotional control under pressure.
