Customer Support - Printing

Account Support Specialist
Tampa, FL
On-site
8-hour shift, Mon to Fri from 8 am to 5 pm
Temp Contract for 1 year
Salary Range: $16 to $20/hr
DESCRIPTION:
Join us to drive superior customer service! As the Customer Service Representative, you'll spearhead an external communication strategy, showcasing our solutions' value. Collaborate with internal account teams to support strategies and initiatives. Your role involves coordinating workflow initiatives and ensuring seamless deliverables. Success hinges on SLA achievement, client satisfaction, teamwork, and effective communication. Ready to elevate customer experience? Apply now!
RESPONSIBILITIES AND DUTIES:

• Manage communications for ongoing jobs, special requests, and coordinate timelines with production and third-party vendors.
• Act as the primary point of contact for a designated customer base, handling project discussions, inquiries, and vendor support to enhance customer experience and awareness.
• Foster a community of practice and adapt to varying shifts based on geography.
• Communicate regularly with key account contacts and third-party providers to ensure smooth operations.
• Document all incidents to meet timeliness SLA requirements, with a response time expectation of 1-4 hours.
• Participate in quality and procedural improvement initiatives and develop backup coverage plans as needed.
• Ensure adherence to contracted SLAs and track performance consistently.
• Coordinate customer training on order and tracking processes and support critical processes like the Client Accounts Procedures Manual.
• Create and update the WebCRD catalog for assigned divisions and address rejected file issues promptly using online tools.
• Manage custom jobs per division and customer requirements, including order tracking and monthly reporting.
• Maintain workload balance within the team, offering support when needed.

REQUIREMENTS:

• 5 years of relevant experience in similar roles
• High School Diploma or equivalent
• Proficiency in color printers, Digital Front Ends, and color management principles
• Strong problem-solving skills and escalation process knowledge
• Excellent written and verbal communication abilities
• Proficient in MS Office Suite, especially Excel, Word, and PowerPoint
• Working knowledge of networks and electronic repositories
• Ability to manage multiple tasks and prioritize effectively

At ttg, “We believe in making a difference One Person at a Time,” ttg OPT