Customer Service Representative

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Role Summary: Customer Service Representatives help customers via phone, tickets or chat in a supportive function while offering solutions for their needs and resolving any current or ongoing issues.

Experience Requirements:  0-2 years in the same or similar role.

Shifts available:  

• Monday-Friday 9:00am-6:00pm.
• Monday-Friday 11:00am-8:00pm.

Training Shift: Monday-Friday 8:00am-5:00pm

Pay rate: $16.00/hour to start. Benefits:

• Potential Monthly Departmental Bonuses
• Medical
• Dental
• Vision
• Paid Time Off (PTO)
• 401(k) with Company match
• Holiday Pay
• Supplemental Insurances (Cancer, Critical Illness, Accident, Short Term & Long Term Disability, Life Insurance)

Summary of Responsibilities:

• Manage incoming calls, tickets, and live chat messages from customers.
• Communicating with customers to ensure that all their needs are understood and addressed.
• Providing functional labeling knowledge and solutions.
• Accurate quoting of blank labels, custom die creations, and small business custom printing.
• Act as a backup order writer for Enterprise CSR's.
• Working knowledge of internal CRM's upon completion of training.
• Troubleshoot customer issues for a variety of different printers and software in relationship to our products.
• Have working knowledge of entire order process: Placing an order, entering a sample request, checking inventory & item availability, Looking up shipping prices, Familiarity with transit times & methods of shipping.
• Looking up product prices, adding items to / modifying an existing order, canceling an existing order, tracking an order, returns and issuing a credit.
• General administrative duties.
• Troubleshooting customer issues.
• Collaborate with other internal departments to ensure that they fulfill all customer requests.
• Guide customers to the correct service based on their business needs provided criteria.
• Basic understanding of managed accounts held by Enterprise CSR's on team.
• Recommend materials and adhesives based on application requirements.
• Work with outside salesforce to meet customer needs including samples, art approvals, and managing ship dates.
• Other duties as assigned.

Required Skills:

• Excellent organization, attention to detail, and follow-up skills
• Strong written and verbal communication skills
• Strong typing and computer skills (recommended at 30+ wpm)
• Ability to interface well with all levels of management
• Ability to work well in a team environment as well as on your own
• Self-motivated and solution-oriented
• Customer-focused
• Excellent analytical, problem-solving, and decision-making skills
• Positive attitude.
• Ability to adapt to new technologies and processes quickly in ever-evolving systems
• Excellent interpersonal skills and strong emotional intelligence

Physical Demands:

• Work is predominately performed in an office environment and requires the ability to operate standard office equipment and tools including a computer, keyboard, and mouse.
• The ability to sit for extended periods of time and perform repetitive motions, including movements of the wrists, hands, and/or fingers, as well as stand, reach, squat and lift small parcels, packages, and other items, as necessary.
• Work requires the ability to read and analyze data using various documents and spreadsheets.
• The employee may be required to lift up to 25 lbs.
• Reasonable accommodations to these requirements can be made to applicants with qualified disabilities.

Equal Employment Opportunity: At Online Labels Group, we don't just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Online Labels Group is proud to be an equal opportunity workplace to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

Online Labels Group is a Drug-Free Workplace. This position is subject to a background check and drug testing.