Support Experience Specialist

7 days ago

Kennesaw, Georgia, United States Reischling Press, Inc. Full time
About the Job

We're looking for an exceptional Customer Support Representative to join our team in Seattle, WA.

In this role, you'll serve as the primary point of contact for our global customer base, handling inquiries via various channels, including email, chat, phone, and support tickets.

Your primary focus will be on Enterprise B2B support, with opportunities to expand into eCommerce B2C (Blurb) support.

This position is crucial in building long-term relationships, ensuring customer satisfaction, and upholding RPI Print's brand values.

You'll work on-site during peak seasons, with flexible options post-peak.

Responsibilities:
  • Customer Support:
    • Provide prompt, courteous responses to customer inquiries across multiple channels, addressing their needs regarding products, services, and orders.
    • Offer accurate product information while adopting a solution-focused approach.
    • Address quality concerns and coordinate with partners to resolve undeliverable orders.
  • B2B and B2C Support:
    • Adjust your communication style to suit Enterprise B2B clients' needs, which often demand detailed interactions, while also adapting to B2C customers' preferences.
    • Cultivate proficiency in various support systems and processes to ensure seamless experiences for both B2B and B2C customers.
  • Relationship Building:
    • Promote customer satisfaction by managing end-to-end experiences, following up on issues, and ensuring timely resolutions.
    • Act as a customer advocate, proactively sharing customer feedback with internal teams to inform product and process enhancements.
    • Foster long-term relationships that reflect RPI Print's values, working closely with leadership to align customer needs with company objectives.
  • Tech Support:
    • Resolve order-related issues, including payments, shipping, and technical problems, for both B2B and B2C customers.
    • Accurately document customer interactions and escalate complex cases when necessary.
    • Analyze customer feedback trends, sharing insights with relevant teams to foster continuous improvement.
  • Process Enhancement:
    • Collaborate with colleagues to optimize processes and ensure consistent positive customer experiences across both B2B and B2C realms.
    • Join forces with internal teams to create seamless user-manufacturing experiences, especially during peak periods.
    • Participate in ongoing training to stay updated on product updates, e-commerce tools, and internal software (e.g., Zendesk, Microsoft Office Suite, Power BI, Tableau).
  • Metrics & Compliance:
    • Track and meet SLAs and KPIs to guarantee timely, efficient customer inquiry resolution.
    • Routinely communicate customer feedback, supported by data, to drive improved customer satisfaction.

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