Remote Customer Service Lead

The Customer Service Lead must have a strong Customer Service skill set and the ability to support company core values and goals. This position is responsible for supporting employee performance and development, monitoring the team on a regular basis and maintaining accurate documentation. The Customer Service Lead demonstrates commitment to customer retention and teamwork. The ideal candidate represents the organizational core values in every interaction by possessing the initiative to seek and embrace change, remain flexible as the business needs require, demonstrate the ability to improve the company by establishing and achieving goals, and maintaining a style of communication that is open and honest. Duties also include: assisting with customer and department related escalations; handling of inbound calls and phone support for multiple work groups; handling email and mailed correspondence; lead tester on CRM projects, as required; handle conference calls for testing and District communication, as required. All other duties as assigned based on the needs of the business

Every connection is unique – just like us

Quadient helps our customers create connections. Each connection, each customer matter. At Quadient, we also value individuality. We celebrate uniqueness and diversity. We want to recruit people who will bring different experiences and perspectives to our work. The empowerment, passion, inspiration and sense of community of our people set us apart. We call it: The Power Of You.

What you Bring:

• High School Diploma or equivalent (GED) required.
• Associates Degree or continuing education classes preferred.
• 3+ years of Customer Service experience.
• Must enjoy direct interactions with customers and employees.
• Demonstrates commitment to problem solving and resolution.
• Leasing experience in the office equipment industry preferred
• Knowledge of Order Care processes and procedures preferred.
• Hands on experience of troubleshooting depot repair and other products as required preferred.
• Must possess excellent written and verbal communication skills.
• Superior interpersonal skills and professionalism to communicate by phone, email and in-person with customers and fellow employees.
• Basic computer skills including outstanding typing and 10-key by touch.
• Proficiency in Windows based applications including Microsoft Office (Word, Excel, Outlook, etc.).
• Hands on knowledge of the following systems preferred: Salesforce, CRM, Atlas, ERP, SFDC, ServiceMax, OLS

This position has an hourly pay range of:

$20.14-$30.24

Quadient, Inc. has standard ranges for all U.S. - based roles, based on function, level, and scope, which are benchmarked against companies of similar size and growth-stage. To provide greater transparency to candidates, we share these targets on all job postings. Final salary offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the ranges listed.

Our Benefits Overview:

• Company subsidized Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan with Strong Company Match
• Life & Disability Insurance – Company Sponsored
• Paid Vacation, Sick Leave and 12 Company Holidays
• Career & Leadership Development
• Tuition Reimbursement Program
• Company Sponsored Groups

About Quadient:

At Quadient, we exist to help organizations simplify the connection between their customers and what matters most. From mortgage approvals, medical results, and insurance claims, to accounts receivables, invoices and inbound packages. Quadient has been helping customers since 1924. (That’s right, almost 100 years!). We are the driving force behind the world’s most meaningful customer experiences. By focusing on four key solution areas including Customer Experience Management, Business Process Automation, Mail-Related Solutions, and Parcel Locker Solutions, Quadient helps simplify the connection between people and what matters. Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence. Every day - we help companies manage over 788 million connections with their customers. Our award-winning solutions and best in class Customer Service are the reasons we have grown to become the driving force behind the world’s most meaningful customer experiences. Because connections matter!

We want Quadient to be a place where we are all able to bring our whole selves to work and where our differences are embraced and celebrated. We operate in diverse areas, cultures and communities; our customers are as unique as we are. Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They make us EPIC. Together.

The above position statements are intended to describe the general nature and levels of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Quadient does not accept unsolicited resumes from headhunters, recruitment agencies or fee-based recruitment services. Please do not forward resumes to our jobs alias, Quadient employees or any organization location. Quadient is not responsible for any fees related to unsolicited resumes.

Quadient is an Equal Opportunity Employer, and all qualified applications will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristic protected by law.

If you need assistance with the application process, please email us at US.LOA.Accomodations@quadient.com.