Strategic and NAGA Customer Support Specialist

2 weeks ago

Concord, United States Quadient Full time

Connect with Quadient

Quadient is a global leader in customer communication solutions. With over 100 years’ of experience and still going strong, we aim to be the driving force behind the world’s most meaningful customer experiences. Our success in delivering innovation and business growth is inspired by the connections our people create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career – and help our future-focused team lead the way.

Quadient is currently seeking a Customer Support Specialist based in the Dallas area to serve our Strategic, National, and Government Accounts (NAGA). This pivotal role involves handling inbound inquiries from both internal and external customers as well as field service offices. Responsibilities include 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 will have a strong background in customer service and excellent problem-solving skills. They should demonstrate dedication to customer retention and collaborative teamwork, along with a proactive approach to embracing change and adaptability to evolving business needs. Furthermore, they must exhibit a commitment to company enhancement by setting and achieving goals. Effective communication, marked by openness, honesty, and alignment with organizational values, is crucial in every interaction.

Your role in our future

  • Promptly handle incoming Strategic/NAGA calls for inquiry resolution, document processing, and email inquiries.

  • Provide first-call resolution for troubleshooting depot repair equipment models.

  • Utilize various software programs to assist Strategic/NAGA customers and document call information accurately.

  • Maintain professional interactions with internal and external departments to resolve issues for Strategic/NAGA customers.

  • Respond to voicemails, emails, or faxes in a timely manner based on urgency.

  • Collaborate with supervisor daily for efficient and effective work preparation.

Your profile

  • High School Diploma or equivalent (GED) required; Associates Degree or continuing education classes preferred.

  • 3+ years of customer service experience.

  • Preference for experience with Customer Relationship Management (CRM) applications.

  • Ability to multitask in a high-volume, fast-paced call center environment.

  • Demonstrated commitment to problem-solving and resolution.

  • Preferred experience in leasing within the office equipment industry, knowledge of Order Care processes and procedures, and hands-on familiarity with systems such as Atlas, ERP, SFDC, ServiceMax, and OLS, as well as troubleshooting depot repair and other products as required.

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you.

Turn your passion into performance. Apply now.

#LI-NB1

#LI-Remote

#LI-DNP

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.

Rewards & Benefits

Flexible Work : Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.

Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.

Inclusive Community: Join diverse communities and engage in our Philanthropy program.

Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.

Caring for Wellbeing : Access our complimentary employee assistance program for mental health support.

Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we all are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture which embraces difference and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at careers@quadient.com

Quadient is an Equal Employment Opportunity Employer*: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background. We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.

*This includes being an Affirmative Action Employer in the United States.

People. Connected.

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