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Customer Experience Team Associate

2 months ago

Vergennes, Vermont, United States F P INC. Full time
Job Summary

We are seeking a highly skilled and experienced Customer Experience Team Associate to join our team at FP Mailing Solutions. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our customers and dealers, ensuring their needs are met and exceeded.

Key Responsibilities
  • Provide first contact resolution by becoming knowledgeable on all dealer and customer-centric processes to avoid transferring calls.
  • Respond to general account support inquiries related to equipment rental, invoices, statements, and payment information.
  • Document caller information, purpose, and resolution of each call, including clear notes on the customer card, as required.
  • Use multiple electronic platforms to professionally interact with teammates, customers, and dealers.
  • Process customer and dealer payments for equipment rental, sales, and supplies.
  • Assist customers and dealers with technical questions, such as postage equipment/software setup, use, troubleshooting, and exchanges.
  • Accurately and timely enter orders, such as supplies, rental equipment contracts, and leased equipment contracts.
  • Provide shipping/tracking information as requested.
  • Become familiar with new customer and dealer promotions/marketing programs and encourage participation through education.
  • Complete ongoing training sessions for operational processes, technical product support, and other subjects related to the position.
  • Utilize and follow instructions of all customer support tools and documentation.
  • Research and resolve customer complaints to ensure customer retention and satisfaction.
  • Perform various administrative functions.
  • Be familiar with standard FP pricing, policies, and procedures.
  • Provide supervisor with feedback or suggestions to improve the customer experience.
  • Work as a part of a team, seeking help and helping others as needed.
  • Interact frequently with all departments, including finance, credit operations, warehouse, sales, and technical support, regarding contracts and orders.
Requirements
  • High school degree or equivalent, 1 or more years in a detail-oriented Customer Service role. Some college is preferred.
  • Strong customer focus.
  • Extremely professional written and verbal communication skills.
  • Meticulous attention to detail.
  • Ability and desire to learn new processes and procedures.
  • Ability to multi-task (phones, computer, web, chat, email).
  • Excellent problem-solving, time management, and organizational skills.
  • Basic understanding or ability to learn use of Ethernet/High Speed Internet technology and connectivity.
  • Ability to learn and provide assistance in basic technical support.
  • Dependable, report to work on time as expected.
  • Enjoys working in a team environment with a common goal.
Benefits

FP offers competitive pay along with a great employee benefits package that includes comprehensive medical, dental, vision, life, AD&D, short- and long-term disability, and vision insurance; 401-K; tuition reimbursement; and a generous paid vacation, personal, and holiday package.