Call Center Representative

Description

DEX Imaging is a leading provider of document handling equipment and services with multiple offices and locations throughout the United States. We are the nation’s largest independent provider of office technology. We are the industry leader in delivering excellent customer service every time and we do this by hiring and training great people.

Working as a Tier 1 Customer Service Representative you can expect:

• Full time schedule, working 40 hours a week
• Full benefits, competitive pay, and Profit Sharing
• Opportunity for training, development, and promotion
• Excellent corporate discounts
• Employee recognition and rewards program
• Full use of our exclusive DEXpresso Café’ with complimentary coffee drinks
• Competitive PTO and Paid Holidays

If your career goals include being an integral part of a team in a dynamic, innovative and upbeat atmosphere, then you belong right here on our award winning team.

What’s the opportunity:

The Customer Service Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

This position interviews customers and records interview information into computer for customer service by performing the following duties.

What will you do:

• Communicate effectively with internal and external customers
• Identify the customer’s need and respond appropriately and efficiently with a sense of urgency
• Field Calls and quickly transfer to the correct department
• Work with Tier 2 team to seamlessly pass escalated customer technical issues quickly and efficient.
• Track, route, and escalate unresolved issues to Management
• Follow established guidelines specific to each customer call
• Locate, confirm, and document appropriate information, which may entail multiple systems
• Remain current on constant process updates and technology used within the company
• May utilize multiple communication channels including but not limited to telephone, fax, email, online chat, etc. to assist the client
• Performs other duties as directed by management
• Communicate clearly and concisely both in oral and written form
• Perform duties with awareness and in accordance with the organization's policies and applicable laws

What you bring to the table:

• High School Diploma: or two years to three years related experience and/or training; or equivalent combination of education and experience.
• Experience in a call center environment a plus.
• Must be ON SITE M-F 8am -5pm
• Knowledge of Word Processing software; Spreadsheet software; Order processing systems and Contact Management systems
• Ability to empathize with customer is critical
• Experience in Customer Service
• Ability to work in a fast-paced environment
• Ability to multi-task (i.e. talking and typing simultaneously)
• Strong organizational and time management skills
• Proficiency in Microsoft Office (Word, Excel, Outlook) and basic internet skills
• Professional verbal and written communication skills
• High degree of initiative, mature judgment and discretion
• Ability to navigate through multiple systems

What can DEX provide to you:

• Opportunity and career development
• In house training
• Company culture where we celebrate our team members
• A place where you can build a career, not just have a job

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this job. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be requires by employees in the job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations made to enable individual with disabilities to perform essential functions.

This job description does not imply or cannot be considered as a part of an employment contract. DEX Imaging as an Equal Opportunity Employer.