Job Description

Paladin Consulting is currently hiring a Customer Service Representative to join our team working onsite at our client's office located in Coppell, TX.

Job Title: Customer Service Representative
Work Location: Coppell, TX
Duration: Long-term contract with option to hire
Hours: Monday-Friday Training will be M-F 8am - 5pm for several weeks - work shift will be 10a-7pm No exceptions will be granted.
Education/Experience Required: High school or equivalent; Associates Degree preferred

Job Description:

The Customer Service Representative leads the daily work functions for service delivery for HCA Enterprise. The objective of the position is to drive superior customer service by demonstrate & executing external communication strategy to articulate value and capability of the solutions and support the strategy. Objective of the position is to drive superior customer service through participation and coordination, with on-site team (4 employees or greater), of workflow and team activities to meet the contracted service levels. Role will interact with internal account team members (sales & operations, and 3rd party) to ensure the team supports account strategies and initiatives.
The CSR has responsibility to support the implementation of the different workflows initiatives as well as coordinate 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.
The main focal point for daily customer communications and escalations. Additionally,
Ensure appropriate documentation is available for audit purposes System Administration:
Provide system administration for the forms management solution implemented for the client
Provide training to client end users on applicable DAO technology tools and processes

Responsibilities:

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 the first point of contact focused on supporting a specified customer base for all project discussion, job inquiry, and vend support. Additionally 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 w/solutions to ensure Timeliness SLA is met. Response expectation within 1-4 hrs.
Participation in quality & procedures' improvement initiatives
Awareness of all contracted SLAs are consistently achieved and tracked
Coordinates customer training (order, tracking process)
Implements and supports Critical Processes such as Client Accounts Procedures Manual, (CAPM) via Global Services Delivery Model
Build & update WebCRD catalogue for assigned Division during onboarding process and as client requests; to included edited or new catalogue items
Become proficient with online Tools (WebCRD, ODNet, etc.)
Communicate rejected file issue 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 load has dropped reach out to Site Coordinator/team to offer support

Skills & Qualifications:

Minimum: High School Diploma or Equivalent
Preferred: Associates Degree
Minimum of five (3) years of print industry experience either in a production and/or project management
Minimum of three (3) years in a customer relationship role
Experience in print sales or price estimation helpful
Familiar with document production techniques
Experience with commercial / transaction print / digital print
Experience with digital print industry
Account management experience
Print procurement experience with commercial vendors
Print inventory management and tracking experience preferred
Ability to demonstrate excellent interpersonal skills
Demonstrate ability to communicated effectively (both written & in person) to Senior levels to articulate document strategy
Demonstrate ability to network with colleagues to share and deliver benchmark solutions
Demonstrate ability to deliver to deadlines
Demonstrate ability to function effectively at all levels of the business
Ability to demonstrate knowledge of PCs and recent releases of Microsoft Office
Ability to demonstrate problems solving skills / analytical skills, and interviewing skills to obtain customer requirements
Demonstrate ability to manage multiple tasks in fast paced environment
Ability to demonstrate creativity & strong negotiation skills
Ability to demonstrate organizational skills
Able to provide leadership and support for accounts assigned
MUST have positive attitude.