(Remote) Strategic and NAGA Customer Support Specialist

Quadient seeks a Customer Support Specialist in the Dallas area to cater to Strategic, National, and Government Accounts (NAGA). This pivotal role involves addressing inbound inquiries from both internal and external customers and field service offices. Duties encompass a wide range of tasks, including dispatching for NAGA accounts, resolving repair queries, troubleshooting equipment issues, assisting with postage and supply support, handling billing inquiries, elucidating contractual agreements, and addressing various requests.

The ideal candidate possesses a strong background in customer service and adept problem-solving skills. They must exhibit a dedication to customer retention and collaborative teamwork. Moreover, they should demonstrate a proactive approach to embracing change, adaptability to evolving business needs, and a commitment to company enhancement by setting and accomplishing goals. Effective communication, characterized by openness, honesty, and alignment with organizational values, is paramount in every interaction.

In This Role You Will

• Responsible for promptly handling incoming Strategic/NAGA calls for the following: inquiry resolution, processing documents and email inquiries for district, dealer and internal customers - this includes handling a variety of call types based on the needs of the business
• Provide first call resolution when troubleshooting depot repair equipment models
• Use various software programs while assisting Strategic/NAGA customers and properly document information relative to the call
• Interact professionally with internal and external departments to resolve issues for Strategic/NAGA customers
• Respond to voicemails, emails (or faxes) in a clear and concise manner that is timely based on the urgency of the request
• Partner with supervisor daily to be fully prepared to work efficiently and effectively
• Research and resolve routine requests and customer concerns as received
• Take every opportunity to exceed the expectations of both internal and external customers
• Accomplish additional tasks, duties or projects assigned by the management team

What You Offer

• High School Diploma or equivalent (GED)
• Associates Degree or continuing education classes preferred
• 3 plus years of customer service experience
• Utilization of Customer Relationship Management (CRM) applications preferred
• Must be able to multi-task in a high-volume, fast-paced call center environment
• 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 knowledge of the following systems preferred: Atlas/ERP/SFDC/ServiceMax/OLS
• Hands on experience of troubleshooting depot repair and other products as required preferred

This position has an hourly pay range of:

$16.83-$25.24

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 [email protected].