Client Service II Representative - Print Production​/Mailroom

Client Service II Representative - Print Production/ Mailroom

Location:

Reston, Virginia, United States

Job  | Type:
Full-Time | # of Openings: 1 | Category:
Office Services

Advanced proficiency in site operations and procedures with ability to assign tasks to colleagues and manage responsibilities within the team.

This role requires compliance with customer policies and protocols, including vaccination and other COVID‑19 related measures.

• 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 excellent 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 to ensure tasks are completed within account SLA requirements.
• Communicate and train the team on changes to workflow or procedure.
• Oversee and manage daily and monthly records on service activity.
• Effectively communicate with the client and staff.
• Serve as the main point of contact to the client for daily activity and participate in client meetings on account activity, when appropriate.
• 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 provide coverage when short‑staffed.
• Site responsibility and location of coverage may change based on client and/or division needs.

• Prompt and accurate reproduction of all print requests.
• Review electronic files for print readiness, print documents, punch, bind, assemble, sort, laminate, and perform pre‑delivery quality control checks.
• 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.

• Prompt and accurate receiving, sorting, delivery, pick‑up, and processing of all courier items, interoffice mail, newspapers, magazines, and all classes of United States Postal Services mail.
• Track courier and accountable items (Fed Ex, UPS, Certified Mail, etc.).
• Research and route unidentified and generic mail.
• Receive, log, deliver, and track messenger items.
• Respond to customer requests.
• Perform routine upkeep of equipment.
• Record and track customer inquiries and fulfillment of requests.

• HS Diploma, GED, or equivalent experience required, plus 1 to 2 years of related experience.
• Prior experience in a customer service environment.
• Good computer skills/technical knowledge.
• Ability to multitask and prioritize to meet deadlines.
• Good customer service and communication skills.
• Ability to work with minimal supervision.
• Ability to work overtime as needed.
• Required to obtain security and/or other clearances required by customers to enter customer premises.
• May require driving between multiple client locations and a personal vehicle (valid driver’s license and acceptable driving record required).
• Ability to lift up to 50 lbs.
• Ability to spend extended periods standing, bending, walking, reaching, and pulling while performing duties.

• Competitive hourly rate: $17.20 – $23.37.
• Medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, and vacation.

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.

We comply with all applicable federal, state and local laws, regulations, orders and mandates.