Customer Care Specialist

Description

Boston Document Systems (BDS) redefines today’s office with highly innovative and cutting‑edge equipment solutions that maximize printing, copying and document production efficiencies for clients nationwide. We have redefined preventive maintenance and how to maximize system uptime incorporating unique hardware/software solutions creating an unbeatable new level of reliability, service, diagnostics, and repair. Our market presence is defined and our strategies uniquely optimal with tremendous momentum.

BDS is seeking a team‑oriented and highly motivated Customer Care Specialist to join our growing team. The Customer Care Specialist will work cross functionally from the point of customer implementation, as the primary point of contact with the customer. The Customer Care Specialist will be responsible for providing mission critical support on all customer matters. This individual will offer a collaborative approach, interfacing effectively with various internal stakeholders and teams within BDS, always striving to achieve 100% customer satisfaction.

This role is largely remote but may require in office work for training, team meetings, company meetings or any other work purpose determined to be in person.

• Partner and collaborate effectively with all functional areas of the business and departments that integrate with the sales administration team.
• Provide our Sales Team with the highest level of administrative support.
• Deliver consistent, high quality customer service to our clients by resolving customer queries quickly and maintaining a positive attitude and a friendly demeanor.
• Responsible for ensuring quality and consistency with departmental processes from start to finish.
• Assist Director of Sales Administration with projects, as needed. Leverages deep knowledge of the organization and BDS’s business processes to drive resolution of complex issues.
• Cases are typically “critical” in nature – with immediate, widespread /significant, direct impact on a customer’s operation.
• Proactively alert management when established KPI minimums are not being met.
• Does not directly troubleshoot or solve technical cases, but rather project manages resolution of Sales related issues by collaborating internally with the necessary key stakeholders.
• Updates the customer directly where appropriate and feeds updates and resolutions to assign customer‑facing resources to convey.
• Communicates directly and regularly with senior management internally and in the customer’s organization. Leverages strong influencing skills to resolve issues.
• Owns internal reporting / updates on the status of resolution to management and other stakeholders until issues are resolved.
• Resolution may include redirecting the case to other functional teams with specific instructions on the next steps to take.
• Identifies trends in incident cases or data. Uses data to drive recommendations for changes to service, training, or business process.
• Embrace a collaborative team approach fostering a highly communicative work environment focused on processes improvement and customer service.

What You will Need to be Successful

• High school or GED required; associate or bachelor’s degree preferred.
• Strong Attention to detail and extremely organized.
• Excellent communication (written and verbal) skills.
• High degree of persistence and integrity with a strong work ethic and positive attitude.
• Superb problem solving and analytical skills.
• Exceptional customer service skills effective at problem resolution and client satisfaction.
• Strong systems skills including Excel, Microsoft office and CRM’s (Salesforce preferred).
• Exceptional time management and organizational skills, and the ability to work independently.
• Sales, Customer Service, or Sales Administration experience preferred.
• Can‑do Attitude and a willingness to learn

Office‑Remote/Hybrid

Sitting, standing, walking, light lifting, carrying, reaching, pushing, and pulling. Ability to sit and stand for prolonged periods to perform computer and telephone‑based tasks. Must be able to operate a computer, telephone and keyboard. Close vision…