SUMMARY:
AllProColor.com:
All Pro Color are leaders in the online print revolution, we offer everyday printing and promotional needs to anyone with access to a computer.
This position is primarily responsible for providing customer service support to the organization by obtaining, analyzing, and verifying the accuracy of order informationin a timely manner.This position is also responsible for initiating and/or implementing corrective action as needed inorder to ensure that an excellent standard of service and a high level of customer satisfaction are maintained by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following.
Answer in coming telephone call to determine the purpose of callers, and forwards calls to appropriate personnel or department Learn Products & Services offered to assis tcustomers.
Assist in managing requests from walk-ins, telephone, emails, and website users regarding quotes for potential orders.
Answer customer questions and provide follow-up with clients regarding orders or quotes. Place instructions and/or reference notes on orders as required.
Follow up with phone calls and/or emails with vendors on clarification of orders placed i.e.discrepancies, questions,or any closure needed.
Assist web usersby telephone in properly navigating through the website to place orders.
Fills out customer information for ordering online, determines charges for service requested, collects payments, and processes the orders.
Upsale new or additional services to customers.
Transmits information or documents to customers, using a computer, mail, or facsimile machine.
Retrieves messages from voicemail.
Takes and delivers messages or transfers calls to voice mail when appropriate personnel are unavailable.
Answers questions about the organization and provides callers with addresses, directions, and other non-personal information.
Other duties may be assigned.
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the followingcompetencies:
Accountability-The degree to which one is answerable and responsible for actions and performance either individually or on a team.
Attentionto Detail-The level at which tasks are performed carefully, accurately, and inaccordance with specific instructions.
Consistency of work quality and compliance withstandards, requirements, and expectations. The tracking of numerical data and detailedorganizational information, and the careful application of grammar, spelling, and punctuation rules.
Customer Relations-The degree to which customer service andprofessional rapport isdemonstrated in the day-to-day business environment.
Focus-The level at which one maintains attention and concentration on job duties. The ability to minimize distractions and fully apply one's self to the timely accomplishment of assigned tasks.
Follow Through-The demonstration of reliability and a full commitment to complete assignedresponsibilities with minimal supervision.
A willingness to takeresponsibility for actions, solveproblems as they arise, keep all parties fully informed, and stay with a job through all stages ofcompletion.
Organizational Skills-The ability to manage tasks, projects, information, and materials within awell-ordered system.The degree to which multiple assignments are managed and completedaccording to established schedules.
Problem-Solving-The ability to predict, recognize, and define problems. Skill in generating,selecting, and implementing timely andmeaningful solutions.
Responsiveness-The degree to which the employee responds totheneeds and issues ofcustomers and departments to achieve optimal results for the organization. The ability to fulfillcustomer requests, both internally and externally in a timely manner, and anticipate and controlobstacles.
Teamwork &Cooperation-The degree to which individuals promote a collaborative,cooperative, and productive working environment. The level of demonstrated sensitivity, teambuilding, support, and respect. The degree of synergy promoted.
Time Management-Theability to work independently with minimal supervision and effective use of time. The level of control/oversight of all assigned projects and responsibilities.
QUALIFICATIONS:
1+ years of experience in a customer service or help desk capacityisrequired.
To perform thisjob successfully, an individual must be able to perform each essential duty satisfactorily.
MUST BE PROFICIENT IN USING ADOBE SUITE
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to performessential functions.
EDUCATION AND/OR EXPERIENCE:
Six months to one-year related experience and/or training; or equivalent combination of education and experience.
MUST HAVE EXPEREINCE USING ADOBE SUITE
LANGUAGE SKILLS:
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one andsmall group situations to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw andinterpret bar graphs.
REASONING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral,or diagram form.
Ability to dealwith problems involving several concrete variables instandardized situations.
COMPUTER SKILLS:
To perform this job successfully, an individual should have knowledge of Database software; Internet software; Adobe Suite; Microsoft Excelsoftware, and MicrosoftWord software.
OTHER QUALIFICATIONS:
1+ years of experience in a customer service or help desk capacityisrequired.
Highly developed sense of integrity and commitment to customer satisfaction.
Demonstrated passion forexcellence with respect to treating and caring for customers.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by anemployee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
The employee is occasionallyrequired to stand and walk.
The employee must occasionally lift and/or move up to10 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception,and the ability to adjust focus.
