Customer Experience Specialist

Job Description

Job Description

Do you want to work for a company where your co-workers are co-owners?  We are 100% employee owned!  Smartpress is a fast-growing online printing service, disrupting the traditional printing industry one innovation at a time. Our customers love us (seriously, google Smartpress reviews) and we love them right back, providing an easy online experience, high-quality printed products and world-class customer service. Not to mention our commitment to eco-friendly practices and sustainable materials (“smart” is in our name, after all).

Are you passionate about providing exceptional customer service? Join our Smartpress team and be the voice of our brand! We are seeking a dedicated Customer Experience Specialist to maintain strong customer relationships by promptly responding to inquiries via phone, chat, and email. If you thrive in a fast-paced environment and have a knack for problem-solving, this role is for you!

Shifts available:  Monday through Friday, varying shift hours 7:00 am - 4:00 pm, 8:00 am - 5:00 pm and 9:00 am - 6:00 pm (hybrid work environment between office and remote working locations)

A variety of these traits will help land you this job. If you have:

• a High School diploma or GED
• a minimum of 2 years experience in a customer service environment

On top of that you must:

• provide quality customer service by assisting clients with questions and/or concerns
• provide regular communication with team members
• pay close attention to detail to complete projects accurately within deadlines, while meeting company quality standards
• be an intuitive thinker and problem solver to successfully troubleshoot in a timely manner
• be self-motivated, a fast learner, and show initiative to seek out customer and corporate needs
• have the ability to work independently, make decisions and solve problems independently, effectively and creatively
• apply effective time management and self-management skills
• understand and maintain the confidential nature of company, employee and customer information

In this position, you will:

• prepare for customer phone calls, emails and chat inquiries through continuous learning of our products, processes and policies
• effectively manage a large volume of incoming calls, emails and chat requests
• identify and assess customer expectations, aiming to achieve total customer satisfaction
• respond to customer inquiries with understanding
• resolve product and service issues in a timely manner by finding the resolution that best meets the customer’s needs
• investigate, review, and respond to customer complaints
• assist in entering rework tickets as needed

To get hired at The Bernard Group, you MUST be:

• able to effectively communicate, both verbally and in writing.  Strong interpersonal skills including, demonstrated listening skills and the ability to present ideas and thoughts concisely and effectively both internally and outside the organization 
• willing to admit when you make a mistake (it happens to the best of us)
• fiercely loyalty to both our customers and teams
• trustworthy, reliable, and easy to get along with
• enthusiastic and eager to take on new challenges
• adaptable and willing to wear whatever hat gets the job done

TBG Overview:

• We're a 1,000-person visual merchandising company
• We are 100% employee-owned
• We offer a generous paid time off benefit that increases with tenure
• We offer a hybrid work environment between office and remote working locations

Compensation Range : $43,680 - $47,840 annually

*Range reflects our good-faith assessment of our hiring range for this role based on market conditions, experience level, and internal equity considerations.

Benefits Overview:

The Bernard Group offers a competitive variety of benefits designed just for you:

• Healthcare, dental, life insurance, disability
• Paid parental leave
• Retirement Savings programs:
  • Employee Stock Ownership Plan-100% Employee-Owned
  • 401k with a company match
• Career Development Opportunities
• Flexible Work Hours
• Tuition Reimbursement
• Employee Referral Program
• Safe & Clean Manufacturing Environment

What, still want more? We have it.

• A culture of freedom, trust and a passion for excellence!
• Collaboration and teamwork
• Talented, empowered and engaged co-workers by your side
• We have fun!

The Art of Teams at TBG :

We came to understand how small teams of top talent with the right chemistry will consistently outperform a centralized production process.  We put a great amount of energy into building individual teams in order to handle the speed and details of retail. It’s the difference between average and being a world class service provider. 

If you have the talent to do this job, a passion for excellence, and are interested in joining the TBG team, please click 'Apply' to submit your application.

Thanks!