Customer Experience Specialist

Do you want to work for a company where your co-workers are co-owners? We are 100% employee owned! Smartpress is a fast-growing online printing service, disrupting the traditional printing industry one innovation at a time. Our customers love us (seriously, google Smartpress reviews) and we love them right back, providing an easy online experience, high-quality printed products and world-class customer service. Not to mention our commitment to eco-friendly practices and sustainable materials (“smart” is in our name, after all).

We are looking for an enthusiastic Customer Experience Specialist to join our Smartpress team. You’ll be part of a talented group that collaborates to deliver world class products to our customers. This opportunity is responsible for maintaining customer relationships by responding to phone, chat and email inquiries in a timely manner.

Shifts available: Monday through Friday 8:00 am - 5:00 pm (hybrid work environment between office and remote working locations)

A variety of these traits will help land you this job. If you have:

• customer service experience
• a focus on quality
• strong problem solving skills
• experience assisting customers via phone, chat and/or email
• ability to multi-task
• strong written and verbal communication skills
• knowledge of the printing industry
• a “customer comes first” approach

On top of that you must:

• provide quality customer service by assisting clients with questions and/or concerns
• provide regular communication with team members
• pay close attention to detail to complete projects accurately within deadlines, while meeting company quality standards
• be an intuitive thinker and problem solver to successfully troubleshoot in a timely manner
• be self-motivated, a fast learner, and show initiative to seek out customer and corporate needs
• have the ability to work independently, make decisions and solve problems independently, effectively and creatively
• apply effective time management and self-management skills
• understand and maintain the confidential nature of company, employee and customer information

In this position, you will:

• prepare for customer phone calls, emails and chat inquiries through continuous learning
• of our products, processes and policies
• effectively manage a large volume of incoming calls, emails and chat requests
• identify and assess customer expectations, aiming to achieve total customer satisfaction
• respond to customer inquiries with understanding
• resolve product and service issues in a timely manner by finding the resolution that best meets the customer’s needs
• investigate, review, and respond to customer complaints
• assist in entering rework tickets as needed

To get hired at The Bernard Group, you MUST be:

• able to effectively communicate, both verbally and in writing. Strong interpersonal skills including, demonstrated listening skills and the ability to present ideas and thoughts concisely and effectively both internally and outside the organization
• willing to admit when you make a mistake (it happens to the best of us)
• fiercely loyalty to both our customers and teams
• trustworthy, reliable, and easy to get along with
• enthusiastic and eager to take on new challenges
• adaptable and willing to wear whatever hat gets the job done

TBG Overview:

• We're a 900-person visual merchandising company
• We are 100% employee-owned
• We offer a generous paid time off benefit that increases with tenure
• We offer a hybrid work environment between office and remote working locations

The Art of Teams at TBG:
We put a great amount of energy into building individual teams to handle the speed and details of retail. It’s the difference between average and being a world class service provider.

If you have the talent to do this job, a passion for excellence and are interested in joining the TBG team, please complete the form on this page.

Thanks!
The Bernard Group, Inc.