Hybrid Customer Care Specialist

at BDS

• Job title: Customer Care Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $24 - $27 per hour
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Marlborough, United States

About the role

• Customer Care Specialist responsible for cross-functional customer support at Boston Document Systems. Collaborating with internal teams to ensure customer satisfaction in a hybrid/remote role.

Responsibilities

• Partner and collaborate effectively with all functional areas of the business and departments that integrate with the sales administration team.
• Provide our Sales Team with the highest level of administrative support.
• Deliver consistent, high quality customer service to our clients by responding to customer queries quickly and maintaining a positive attitude and a friendly demeanor.
• Responsible for ensuring quality and consistency with departmental processes from start to finish.
• Assist Director of Sales Administration with projects, as needed.
• Leverages deep knowledge of the organization and BDS’s business processes to drive resolution of complex issues.
• Proactively alert management when established KPI minimums are not being met.
• Does not directly troubleshoot or solve technical cases, but rather project manages resolution of Sales related issues by collaborating internally with the necessary key stakeholders.
• Updates the customer directly where appropriate and feeds updates and resolutions to assign customer-facing resources to convey.
• Communicates directly and regularly with senior management internally and in the customer’s organization.
• Leverages strong influencing skills to resolve issues.
• Owns internal reporting / updates on the status of resolution to management and other stakeholders until issues are resolved.
• Resolution may include redirecting the case to other functional teams with specific instructions on the next steps to take.
• Identifies trends in incident cases or data.
• Using data to drive recommendations for changes to service, training, or business process.
• Embrace a collaborative team approach by fostering a highly communicative work environment focused on processes improvement and customer service.

Requirements

• Excellent Communication Skills, verbal and written
• Can-do Attitude and a willingness to learn
• Strong Attention to detail and extremely organized.
• High degree of persistence and integrity with a strong work ethic and positive attitude.
• Superb problem solving and analytical skills.
• Exceptional customer service skills effective at problem resolution and client satisfaction.
• Strong systems skills including Excel, Microsoft office and CRM’s (Salesforce preferred).
• Exceptional time management and organizational skills, and the ability to work independently.
• Sales, Customer Service, or Sales Administration experience preferred.

Benefits

• Competitive compensation -commensurate with experience
• Medical, vision, dental
• Supplemental Insurance options
• Pet Insurance & Legal plan coverage options
• Generous paid time off (PTO) program
• Employer paid Life Insurance
• 401(k) plan with company match
• Professional development
• Company Outings and Events