Remote Customer Support Advocate - Dallas, United States - Quadient

Description

What does a Customer Support Advocate do?

• Responsible for promptly handling incoming calls for inquiry resolution and processing document/email inquiries for district, dealer, and internal customers.
• Provide first-call resolution when troubleshooting the company's key solutions, including equipment models and parcel locker products.
• Use various software programs while assisting customers and properly document information relative to the call.
• Interact professionally with internal and external areas to resolve issues accordingly.
• Respond to voicemails, emails, and digital communications in a clear and concise manner that is timely based on the urgency of the request.
• Exercise judgment and discretion in the completion of daily tasks and interactions with customers.
• Partner with the managers, leads, and fellow team members to ensure full preparation to work efficiently and effectively.
• Research and resolve routine requests and customer concerns as received.
• Provide global support for all Quadient products and services.
• Take every opportunity to exceed the expectations of both internal and external customers.
• Embrace learning and feedback for continuous improvement.
• Accomplish additional tasks, duties, or projects assigned by the management team based on the needs of the business.
• Be able to meet and exceed established call metrics and follow a set schedule predetermined by our workforce team.
• Demonstrate the commitment to customer retention and teamwork globally.

What it takes to be a Successful Customer Support Advocate...

• A High School Diploma or equivalent (GED) is required.
• 2-5 years of customer service experience with 1+ year being continuous.
• Must be able to multi-task in a high-volume, fast-paced call center environment.
• Intermediate computer skills. Typing 45 WPM+ and 10-key by touch is ideal.
• Proficiency in Windows-based applications including Microsoft Office (Word, Excel, Outlook, etc.).
• Reliable high-speed internet connection. (+200Mbps download /+20Mbps upload recommended)
• Ability to work in a remote environment with minimal noise and distractions while able to consistently produce measurable results.
• Prior hands-on troubleshooting experience would be a plus.
• Experience or knowledge of the following systems is ideal: CPQ, SAP, Salesforce, CRM, Atlas, ERP, SFDC, ServiceMax, OLS, and Talkdesk.
• Leasing and billing experience utilizing multiple software systems preferred.
• Fluent in 2+ languages would be a plus.

This position has an hourly pay range of:

Quadient, Inc. has standard ranges for all U.S. - based roles, based on function, level, and scope, which are benchmarked against companies of similar size and growth-stage. To provide greater transparency to candidates, we share these targets on all job postings. Final salary offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the ranges listed.