Customer Support

Rochester, NY

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Description

Remedy Staffing is seeking a Customer Support Specialist in Rochester, NY! The Customer Support Specialist ensures exceptional external partner and internal company satisfaction via timely phone, email, or partner portal support.  Helps develop and execute policies and procedures applicable to quality, efficient and profitable operations and support.  

Responsibilities

  • Meet or exceed partner and customer expectations with timely, informative responses through email and phone communications.
  • Assist with implementation processes of systems that will streamline customer communication and generate higher productivity and revenues.
  • Interact regularly with Account Management Team to ensure that department and company priorities are aligned with customer direction.
  • Coordinate with Operations to ensure partner and customer care issues that require special attention (i.e. VIP Orders, Reprints due to defects, expedite requests, etc.) are given proper attention.
  • Report customer issues to appropriate departments and follow up with customer when appropriate.
  • Provide Account Management regular defect reports for specific partners.
  • Help identify initiatives for improvement and assist the management with Ad-Hoc projects.
  • Provide proactive communication to partners and customers regarding status of orders.
  • Responsible for notifying customers and/or account managers regarding planned or unplanned outages.
  • Be the partner and customer advocate for Vendor and Product quality assurance.
  • Process customer orders returned as undeliverable.
  • Proactively communicate quality concerns identified by production to the partner.
  • Other duties as assigned

Apply today at www.remedystaffing.com or call 585.697.3299

Job Requirements

Qualifications

  • Three to five years of customer service experience including technical support.
  • Must display possess strong oral and written communication skills, and thrive under pressure.
  • Successful experience working with clients and internal teams at a variety of levels and across functions to manage customer expectations and ensure customer satisfaction.
  • Detail oriented but able to see the big picture.
  • Proficient in Microsoft Office and other web tools (Tableau, SharePoint).
  • Sense of humor and self-motivated.
  • Enjoy learning new things quickly and solving problems.
  • Experience in the print on demand and/or web to print industry is a plus
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