Customer Service Specialist

As a Customer Service Representative, your job will be to make our customers happy through excellence customer service during in person and phone call interactions. You will help customers that walk into our retail location to help them identify the best products and services for their needs and be able to take calls that come to the store or you are reaching out to a customer providing order updates or letting them know when their order is ready.

This is a great foundational learning position for our organization that comes with several advancement and career options. We are a high growth company and looking for high level talent to add to our team. There will be development opportunities in all parts of the business for the right person who is a reliable employee, eye for details, good work ethic that can perform and produce results, and is willing to learn and receive feedback.

For the right person with experience and skills that align to the growth opportunities available, there is a chance to move into sales support and account management roles to build out a long term career.

Organization Core Values Humanity – People, Respect, Teamwork, Community, Kindness Curiosity – Learning, Listen, Knowledge, Creativity, Problem-Solving, Challenge Assumptions)
Development – Grow, Create, Learn, Expand, Advance Scrappy – Self-starter, Committed, Enthusiastic, Initiative, Hard-Working Responsibilities Greets  the customer in person. “Hi, welcome to Alphagraphics. What can we do for you today?” Avoid asking, “Are you here to pick up an order.”Answers the phone. “Alphagraphics, this is (your name),” or other variations like, “Thank you for calling Alphagraphics, this is (your name).”

The important point is to state both your name and the name of the company.

Accurately processes callers through the phone system. Transferring calls, parking calls on the answering service and paging.

Identifies the customer and his/her project through a few questions:

What project are you working on today?

Do you have an account with us?

Depending on the answers, proceed as follows:

If they have an account and an assigned rep see if the rep is available to assist. If not, get all information about their jobIf the project is complex, i.e. an EDDM job, Book job, promo or just a large job, then pass to either a CSR 2 position, an ISR, an OSR or the owner.

If the project is simple and can be done while they wait, then proceed.

If the project is simple but will take some time then follow the rule:
In by noon, done EOD. In after noon, then done next day.

Quotes turnaround from the “standard turnaround chart”Accurately enters correctly priced estimates and orders in POS System Follows up on estimates, asks for orders

Enters orders in POS system

Handles cash, check, or credit card transactions and deposits at front counter

Verifies order accuracy and pricing

Notifies customers when order is completed

Handles customer complaints, forwards to management when appropriate

Maintains front counter cleanliness, preparedness checklist

Maintains front counter filing systems

Logs new customer contacts for future follow up Maintains customer artwork files

Takes complete messages for team members

Refers customers to inside sales rep when appropriate

Trains to become competent back-up during holidays and illnesses

Develops customer’s trust by taking interest in the success and timely completion oftheir projects

Trains to become a Certified Print Specialist Completes Digital Certification Pass on information about customers with future potential to the sales representative

Qualifications

Strong technology skill with Microsoft Office and have worked with an MIS systemA friendly and outgoing personality

Experience in the printing industry an advantage

Enjoys…