Customer Service Rep I

Sensaria is a leader in the Wall Decor and Print-On-Demand industry. We operate 8+ e-commerce storefronts, two business-to-business brands, in-house art creation, and coast-to-coast production facilities. Sensaria brings moments and art to life. We are proud to be a leading innovator in our industry, enabling more for customers -more products, more quality and speed. We are enthusiastic, we think bigger and work hard to unlock opportunity and achieve incredible results. We are seeking an Customer Service Rep I to join our team and contribute to our ongoing success.

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  Position Mission

The Customer Service Representative II supports our Sensaria division which creates custom wall art from digital images. The Customer Service team is responsible for providing outstanding Customer Service to our customers via email, live chat, and some telephone. This position provides information to customers about the status of their orders, implements requested changes, and works with the team to find solutions to one-off challenges should they arise. Additional time spent cross-functionally in a support role to either sales or marketing teams.

• Organizational Structure

Office and manufacturing environment. Requires sitting, some bending, stooping, and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires a normal range of hearing and vision to record, prepare and communicate appropriate reports and answer the phone. Requires eyesight correctable to 20/20 to read numbers, reports, and computer terminals. Travel may be required up to 30%.(not necessary) Fully remote position.

• Task Description – Essential Duties and Responsibilities

• Order Management: Ability to work in multiple systems to ensure the accurate and timely management of orders that are initiated from several interfaces.
• Communication: Capability to handle direct communication with a high level of professionalism, both electronically and by phone, with customers as it relates to order fulfillment and creative resolutions
• Prioritization: Capability to recognize business needs and prioritize effectively
• Problem Resolution: Proven skills to obtain and evaluate all relevant information to resolve customer inquiries and complaints.
• Time Management: Proven track record of the ability to multi-task and adapt to a fast-paced environment that varies daily.
• Cross functional Work Environment: Ability to work with other teams to request support of or lend support to new business, opportunities for improvements and unresolved challenges.
• Attention to Detail: Update order details to meet the customer’s deadlines.
• Follow all safety procedures.

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  Skills, Intellectual Demands and Job Requirements:

EDUCATION AND FORMAL TRAINING:

• College degree preferred, but not required, high school diploma, general education degree or equivalent experience required.
• 2+ years of Customer Service experience required (preferred), including knowledge of Customer Service principles and practices.
• Proficiency in Outlook, Microsoft Excel, and Word may be tested for proficiency.

KNOWLEDGE, SKILLS, AND ABILITY:

• Confident ability to express yourself clearly and professionally in written and verbal form.
• Acute attention to detail and accuracy
• Excellent listening skills
• Flexibility in prioritization in a fast-paced environment
• Must be self-motivated and can work independently.
• Report and document technical issues for our software team
• Ability to tolerate stress.
• Bilingual Spanish/English a plus
• Must understand vague and implicit instructions and react favorably in all work situations.
• Must be approachable and responsive to a variety of people and issues.
• Problem analysis and solving ability.
• Excellent keyboarding skills
• Reliable in work ethic and in attendance
• Ability to recognize needs for process improvement and make recommendations.
• Knowledge about photography or digital art is a plus.
• Technical or computer support or call center experience preferred.
• Remote position but ability for hybrid schedule a plus.

INTELLECTUAL DEMANDS:

• Must understand vague and implicit instructions and react favorably in all work situations.
• Strategic thinking and project management ability to lead large account integrations and product additions.
• Proven ability to act independently, exercise judgment and influence people to take appropriate actions.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Highly analytical with the ability to pull data from various sources, organize, interpret, and use that data to drive effective solutions in a timely manner.
• Must be approachable and responsive to a variety of people and issues.
• Must be able to resolve problems, handle conflict and make effective decisions under pressure.
• Must have a long attention span in order to listen to people, perceive the real problems and bring issues to a successful conclusion.
• Ability to effectively present information and respond to questions from customers or other departments.
• Ability to add, subtract, multiply, and divide in all units of measure, calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages, and apply concepts of basic algebra.
• Ability to interpret a variety of instructions furnished in written, oral, diagram and schedule form.

Compensation: $15.20 - $17.25/hr.

Benefits: Sensaria offers a competitive compensation package, which includes vacation days, sick days, paid holidays, along with Medical, Dental, Vision, 401K, STD, LTD, Optional Life insurance, and opportunities for professional development. We are dedicated to creating an inclusive and collaborative workplace where every team member can thrive.

Sensaria, formerly Circle Graphics Décor, is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.