Customer Service Resolution Specialists provide customers with solutions by providing a high level of service and problem resolution. Our Customer Service Resolution Specialists develop a deep knowledge of multiple products and the ability to develop and retain relationships through listening and implementing a successful plan of action. They resolve a wide variety of issues by applying their knowledge about customer orders and our products and by providing a positive customer experience. This role requires a good ability to prioritize and juggle multiple responsibilities in a fast paced environment. This role must also be able to interact professionally with diverse personalities and handle escalated issues by investigating and gathering additional information in order to successfully navigate through the organization to resolve customer requests.
Interact directly with production in order to resolve issues.
Resolve customer concerns and handle conflict resolution with patience and professionalism Document each interaction to insure a complete history on all accounts.
Review and resolve issues in a timely manner by identifying root cause and educating customer on our website, company products and services.
Willingness to explore and utilize tools to understand issues and create resolutions.
Demonstrates a sense of urgency and dedication to exceed customer expectations and earn loyalty through accuracy, efficiency, courtesy and knowledge.
Listens intently to gain a full understanding of the issue; acknowledges key points and asks appropriate questions to define and understand a problem; interprets verbal cues to identify underlying concerns and motivations.
Exercise critical thinking and make decisions using sound judgement.
One year graphics / customer satisfaction / problem resolution experience required.
Working knowledge of Adobe CS Suite - Photoshop / Illustrator / Acrobat.
Working knowledge of common file problems (transparency / overprint / missing font).
Detail-oriented, organized and a strong ability to follow tasks through to completion.
Solid work ethic with a positive attitude.
Experienced in troubleshooting customer problems and complaints.
Excellent listener, time management and multitasking skills with the ability to address difficult situations with patience and professionalism.
Clear and concise written and verbal communication.
Builds rapport with others and enjoys working in a team environment.
Works well in a fast paced environment.
Printing experience / Large format knowledge is desired.
Bilingual Spanish is desired.