Client Service Representative III

About the Role

Advanced proficiency in site operations and procedures with strong communication skills and the ability to receive and address client concerns in an effective and timely manner.

• Promptly inform supervisor of potential problems or customer concerns.
• Promptly review and respond to management and client requests via emails, phone calls, text messages and verbal communication.
• Strong focus on providing good customer service.
• Contribute to the creation of the Site Procedure Guide to ensure all account processes are properly recorded.
• Oversee workflow and job balance between staff and ensure tasks are completed within account SLA requirements.
• Communicate and train team on changes to workflow or procedure.
• Oversee and manage daily and monthly records on service activity.
• Effectively communicate with the client and staff.
• Where appropriate, serve as main point of contact to the client for daily activity and participate in client meetings on account activity.
• Participate in the development, preparation and presentation of formal reporting requirements to the client.
• Act as a point of escalation onsite to address and remediate client concerns.
• Maintain the site procedure guide documenting workflow processes and procedures.
• Responsibilities may include Copy/Print Production/Copy Center, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, File Room/Records File Services based on assigned location.
• Attend cross‑functional trainings to ensure ability to provide coverage when short‑staffed.
• Site responsibility and location of coverage may change based on client and/or division needs.
• Copy/Print Production/Copy Center:
  • Prompt and accurate reproduction of all print requests.
  • Review electronic file for print readiness; print documents, punch, bind, assemble, sort, laminate and perform pre‑delivery quality control check.
  • Receive, log, deliver and track all activity for reporting purposes.
  • Respond to customer requests.
  • Perform routine upkeep and basic maintenance of equipment.
  • Record and track customer inquiries and fulfillment of requests.
  • Perform daily convenience care functions as needed.

HS Diploma, GED, or equivalent experience required, plus 2 to 4 years of related experience.

• Prior experience in a customer service environment.
• Good computer skills/technical knowledge.
• Ability to multitask and prioritize in order to meet deadlines.
• Good customer service and communication skills.
• Ability to work with minimal supervision.
• Ability to work overtime as needed.
• Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.
• May require driving between multiple client locations; may also require a personal vehicle (valid driver's license and acceptable driving record necessary).
• Ability to lift up to 50 lbs.
• Ability to spend extended periods of time standing, bending, walking, reaching, and pulling while performing duties.

Full‑Time On Site – This position requires full‑time presence at the assigned office(s)/worksite(s)/territory on the scheduled work days.

Hourly rate: $20.54 to $28.20.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Applicants must be legally authorized to work in the United States. The company does not sponsor visas.