Job Description
Document 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:
The objective of the position is to drive superior customer service by demonstrating & executing an external communication strategy to articulate the value and capability of the solutions and support the strategy, driving superior customer service through participation and coordination. In this role, you will interact with internal account team members (sales & operations, and 3rd party) to ensure the team supports account strategies and initiatives.
The CSR is responsible for supporting the implementation of the different workflow initiatives and coordinating deliverables & reporting internally and externally with the customer, account team, and 3rd party providers. Key components of success include SLA achievement client satisfaction and retention, teamwork (internally & externally), and a closed-loop communication process.
RESPONSIBILITIES AND DUTIES:
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:
The objective of the position is to drive superior customer service by demonstrating & executing an external communication strategy to articulate the value and capability of the solutions and support the strategy, driving superior customer service through participation and coordination. In this role, you will interact with internal account team members (sales & operations, and 3rd party) to ensure the team supports account strategies and initiatives.
The CSR is responsible for supporting the implementation of the different workflow initiatives and coordinating deliverables & reporting internally and externally with the customer, account team, and 3rd party providers. Key components of success include SLA achievement client satisfaction and retention, teamwork (internally & externally), and a closed-loop communication process.
RESPONSIBILITIES AND DUTIES:
- Manage communications for jobs in progress, any special requests, and working with production on timelines with customer/3rd party vendors.
- The Customer Service Representative will act as the first point of contact focused on supporting a specified customer base for all project discussions, job inquiries, and vendor support. Additionally, it focuses on improving customer experience and awareness of client’s needs.
- Develop a community of practice.
- Shifts may vary based on geography.
- Communicate with day-to-day account key contacts and 3rd Party providers (i.e. service, 3rd party vendors, etc.)
- Record all incidents that occur inside the operation associated with solutions to ensure Timeliness SLA is met.
- Response expectation within 1-4 hrs.
- Participation in quality & procedures improvement initiatives.
- Develop a coverage plan for backup as required.
- Awareness of all contracted SLAs is consistently achieved and tracked.
- Coordinates employee customer training (order, tracking process)
- Implements and supports Critical Processes such as the Client Accounts Procedures Manual, (CAPM) via the Global Services Delivery Model.
- Build & update WebCRD catalog for assigned Division during the onboarding process and as client requests; to include edited or new catalog items.
- Become proficient with online Tools (WebCRD, ODNet, etc.)
- Communicate rejected file issues via online tools with 1-2 hours of notifications
- Vend custom jobs per Division, per customer requirements & track – Client order tracking included; report monthly to Vend Coordinator.
- Workload balance with team members – i.e. when a load has dropped reach out to the Site Coordinator/team to offer support.
- 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
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