Address
Form of workPOSITION TITLE
Customer Service Lead
Customer Service Lead
EMPLOYMENT STATUS & WORK HOURS
Hourly, Full-Time
Monday to Friday, 7:30AM-4PM,
(may require occasional work on weekends and overtime)
GET TO KNOW US
Come be a part of the #1 FASTSIGNS location globally, right here in Everett!
Who are we? We are an employee rewarding, growing organization that is winning nationally in the world of signs and graphics. We believe a team like we've built can sincerely improve the lives of our employees and our customers - that's why we've made "improve life, together" our purpose.
What do we do here? We deliver visual communication solutions - we work in an amazing industry that merges the functional with the creative. We are manufacturing pros and we are production artists. We deal with the complexity of technology and color while we obsess over the basics of good process and loving people. We have BIG plans to continue to be an eyebrow raising, inventive, growing company and we can’t do it without the best people and team.
We are looking for a passionate co-worker, great communicator and an excellent person to be a critical part of our team; someone special to take REALLY good care of our craft and customer. Here at FASTSIGNS, we have high expectations for customer obsession and company culture. We have chosen a culture of –
- Communication (the key to our success)
- Performance (help us grow as individuals and as an organization)
- Kindness (a place where everyone can thrive) as the foundation on which to build)
Creating this type of workplace takes hard work and dedication from everyone involved, but we are committed to the process.
We’ve built something special; perhaps you can be part of it.
POSITION SUMMARY
As the Customer Service Specialist, you'll be the heartbeat of our Customer Service excellence, guiding a dynamic team towards delivering exceptional support and solutions that exceed our clients' expectations. Your role is pivotal in maintaining our ethos of communication, performance, and kindness, ensuring every interaction reflects our dedication to being genuinely customer-obsessed. Dive into a role where your delegation skills will directly impact our continued growth and success, making a significant difference in both our team's and customers' journeys.
We’ve built something special; perhaps you can be part of it.
POSITION SUMMARY
As the Customer Service Specialist, you'll be the heartbeat of our Customer Service excellence, guiding a dynamic team towards delivering exceptional support and solutions that exceed our clients' expectations. Your role is pivotal in maintaining our ethos of communication, performance, and kindness, ensuring every interaction reflects our dedication to being genuinely customer-obsessed. Dive into a role where your delegation skills will directly impact our continued growth and success, making a significant difference in both our team's and customers' journeys.
DESCRIPTION OF RESPONSIBILITIES
- The essential functions include, but are not limited to the following:
- Monitor the Customer Service inbox regularly and prioritize emails based on urgency and importance.
- Assign web orders to the appropriate service coordinators.
- Ensure all customer inquiries are addressed in a timely and professional manner.
- Oversee the processing of web orders and verify all orders are accurately entered and updated in the system.
- Collaborate with the service coordinators to ensure orders are fulfilled as per customer requirements.
- Review sign proofs to ensure they satisfy the client's specific needs.
- Ensure all orders are entered and moved through the system/ and attended to in a precise and timely manner, assisting in the invoicing workflow as needed.
- Assign and follow up with training programs for Customer Service staff.
- Ensure the team is providing the best Customer Service possible for each and every customer internal and external.
REQUIRED EDUCATION AND EXPERIENCES
- High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
- At least 2 years of prior experience in Customer Service.
REQUIRED QUALIFICATIONS
- Excellent interpersonal and communication skills.
- Experience with Google Suite, or similar
- Proficiency in using CRM software and office productivity tools.
- Organizational and time management skills.
- Problem-solving and conflict resolution skills.
- Adaptability and a proactive approach to client needs.
- Flexible, creative, and able to work in a developing work environment.
- Demonstrated capacity to think “outside the box”, communicate and motivate customers on the company’s products, programs and new ideas.
PREFERRED QUALIFICATIONS
- Knowledge of the company's products and services.
- Strong sales and negotiation abilities.
BENEFITS & WAGES
- $28.00-$32.00 (depending on experience) + bonus opportunity.
- Comprehensive benefits including Medical, Dental and Vision Insurance.
- Various voluntary insurance benefits including short-term disability, life ad&d, critical illness, accident.
- Paid Time Off: Accrue up to 15 days per year.
- 7 paid holidays plus 1 Floating Holiday.
- Opportunities for career advancement.
- 401(k) Retirement Plan after one year of employment.
The Company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.
