Customer Service Representative, Baps

Customer Service Representative 

Bay Area Production Services has an immediate, full-time opening for an experienced Customer Service Representative to handle the end-to-end journey of our print and post-production customers.

Reporting to the VP of Operations, the primary responsibilities of this position are to manage customer queries and complaints; process orders and modifications; and escalate complaints or requests from multiple communication channels.

Essential Functions:

• Performs all functions of Customer Service Representative 
• Maintains confidentiality of Bay Area Production Services (BAPS) and its client's proprietary information.
• Work with minimal supervision while performing expectations.
• Handles accounts requiring follow-up and/or call-backs regularly.
• Handles escalation calls, highly complex situations, sensitive accounts/clients, and/or difficult inquiries regularly.
• Performs transactions that require considerable training and experience.
• Cross-trains on departmental tasks; shares knowledge of complex processes and

procedures.               

• Executes complex decisions independently regarding customer accounts, client processes and departmental expectations.
• Makes solid decisions regarding customer accounts and client business.
• Work with others to overcome resistance to new ideas and lead by example.
• Treats colleagues with respect; communicates with honesty and transparency, candor and directness. 
• Works in a cooperative and professional manner, with all levels of employees, vendors and/or clients in a team-oriented environment.
• Forwards appropriate information to management.
• Organizes tasks and resources to complete work and meet deadlines according to established departmental procedures.
• Adheres to BAPS policies; reports to work- station as directed by management.
• Follows all BAPS ergonomic and safety policies.
• Actively participates in teams.
• Initiates new ways of solving problems for customers and colleagues.
• Displays sense of urgency with job responsibilities.
• Reacts professionally to changes while remaining productive.
• Assumes additional responsibilities as required.
• Documents customer orders and requirements and communicates them to production.

Requirements:

• Experience in the Customer Service field.  Successful experience meeting performance expectations consistently.
• Advanced verbal and written English communication skills (able to navigate difficult conversations; clearly articulate complex topics).
• Math skills.  Ability to calculate Print quantities, estimate costs and calculate billing.
• Experience in Billing/Invoicing.
• Advanced PC knowledge and skills (MS Office skills, Excel, Outlook, and Word).
• Experience in working in a production environment.
• Advanced decision-making and problem-solving skills (able to utilize multiple resources for assistance/decisions with the essential functions of the job - internal/external contacts, e.g., all management levels, clients, other Customer Service Representatives, and other departments.
• Advanced accuracy and quality of work (Minimal errors; proven ability to produce exceptional work to assist team members).
• Additional duties upon request of the employee's supervisor.

In accordance with applicable law, Hearst is required to include a reasonable estimate of the compensation for this role if hired in California. The reasonable estimate is between $52,000 and $63,200. Please note this information is specific to those hired in Fremont. If this role is open to candidates outside of Fremont, the salary range would be aligned to that specific location. A final decision on the successful candidate's starting salary will be based on a number of permissible, non-discriminatory factors, including but not limited to skills and experience, training, certifications, and education. 

About Bay Area Production Services

Bay Area Production Services is a state-of-the-art printing and post-press production services facility located in Fremont, CA, and part of the Hearst Corporation. The facility prints local Hearst Newspapers brands including the San Francisco Chronicle and SFGATE, as well as many other local and national brands.

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