PhotoCake Call Center Representative

Photo Cake Call Center Representative

Full Time Clerical – Anoka, Anoka, MN, US (Hybrid opportunity with flexibility to work from home; requires Minnesota residency).

Salary Range: $18.00 – $18.00 Hourly.

The Photo Cake Call Center Representative provides outstanding support and customer service on Deco Pac Photo Cake products and solutions to bakeries. This involves performing a question diagnosis while guiding users through step‑by‑step solutions. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power‑cycling equipment, resolving username and password problems, and assisting with navigating websites and applications.

Support will be provided by clearly communicating technical solutions in a user‑friendly, professional manner.

• Provide support via phone, email, and internet as required, 40+ hours per week.
• Work a shift pattern:
  Monday to Friday, 10:15 a.m.–7:00 p.m. (day off during week to be determined) and Saturday 7 a.m.–2 p.m.
• Verify and log customer information in the p8 as per defined standards.
• Resolve customer questions and concerns efficiently by actively listening, communicating clearly and concisely, and ensuring customer understanding.
• Determine and test scenarios to reproduce user errors.
• Receive and process product requests.
• Escalate calls to higher level or team leads for resolution if needed.
• Comply with established performance goals.
• Exhibit and maintain high standards of customer service.
• Become familiar with how the product can help customers succeed.
• Process system installation and training, and provide phone installation and training.
• Set up new customer accounts.
• Assist with product and component testing as directed.
• Stay current with system information, changes, and updates as communicated.
• Work collaboratively as part of a team to solve complex technical issues.
• Report any food safety concerns to Supervisor for resolution, including a food package that is open to the food for any reason.
• Other duties as assigned.

• High school diploma, GED, or equivalent, with a minimum of 3 years providing phone, help‑desk support or customer service.
• Knowledge and experience in customer service practices.
• Strong knowledge of software applications including spreadsheet (Microsoft Excel), word processing (Microsoft Word), presentations (Microsoft PowerPoint) and e‑mail (Microsoft Outlook).
• Experience troubleshooting and testing devices and applications based on Android, iOS, and other operating systems.
• Experience supporting "inkjet" based printing products is a plus.
• IBM System (AS/400) experience is a plus.
• Understanding of PCs including major browsers (IE, FF, Safari, Chrome) and other web‑based applications.
• Experience using CRM (Customer Relationship Management) software or similar.
• Bilingual Spanish is highly preferred.

• Must be able to type at least 30 wpm.
• Must function well in a team environment.
• Ability to learn and retain new information and concepts quickly and diagnose and solve problems.
• Multi‑tasking capabilities with meticulous attention to detail.
• Exemplary attendance and punctuality.
• Strong interpersonal skills with the ability to relate to customers, peers, and management.
• Ability to exhibit poise, composure, and confidence when confronting stressful or high‑pressure situations.
• Effective verbal and written communication skills.
• Attention to detail.

While performing the duties of this job, the employee is frequently required to sit, talk and/or hear, and/or use hands to fingers, handle, or touch objects, tools, or controls. The employee is occasionally required to stand and/or walk. The employee must occasionally lift and/or move up to 10 pounds while moving files or small packages. Specific vision abilities required include close vision and the ability to adjust focus.

Mental demands include frequently interpreting data, making decisions, organizing, problem‑solving, and time management.

All full‑time employees working an average of thirty (30) hours or more will be eligible to enroll in a comprehensive benefit package.