Customer Care Specialist at Boston Document Systems

Marlborough, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

29 Jun, 26

Salary

26.0

Posted On

31 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Oriented, Highly Motivated, Cross Functional Collaboration, Customer Implementation, Mission Critical Support, Customer Satisfaction, Administrative Support, Problem Resolution, Analytical Skills, Time Management, Organizational Skills, Attention To Detail, Integrity, Influencing Skills, Data Analysis, Process Improvement

Industry

Printing Services

Description

Description Boston Document Systems (BDS) redefines today’s office with highly innovative and cutting-edge equipment solutions that maximize printing, copying and document production efficiencies for clients nationwide. We have redefined preventive maintenance and how to maximize system uptime incorporating unique hardware/software solutions creating an unbeatable new level of reliability, service, diagnostics, and repair. Our market presence is defined and our strategies uniquely optimal with tremendous momentum. The Opportunity BDS is seeking a team-oriented and highly motivated Customer Care Specialist to join our growing team. The Customer Care Specialist will work cross functionally from the point of customer implementation, as the primary point of contact with the customer. The Customer Care Specialist will be responsible for providing mission critical support on all customer matters. This individual will offer a collaborative approach, interfacing effectively with various internal stakeholders and teams within BDS, always striving to achieve 100% customer satisfaction. This role is largely remote but may require in office work for training, team meetings, company meetings or any other work purpose determined to be in person. Your Impact at BDS 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 resolving 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. Cases are typically “critical” in nature – with immediate, widespread /significant, direct impact on a customer’s operation. 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. Uses data to drive recommendations for changes to service, training, or business process. Embrace a collaborative team approach fostering a highly communicative work environment focused on processes improvement and customer service. Requirements What You will Need to be Successful High school or GED required; associate or bachelor’s degree preferred. Strong Attention to detail and extremely organized. Excellent communication (written and verbal) skills. 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. Can-do Attitude and a willingness to learn Work Environment Office-Remote/Hybrid Physical Demands Sitting, standing, walking, light lifting, carrying, reaching, pushing, and pulling. Ability to sit and stand for prolonged periods to perform computer and telephone-based tasks. Must be able to operate a computer, telephone and keyboard. Close vision requirements due to computer work. What BDS Brings to the Table 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 Company Website: Bdsdoc.com This job posting is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice. Our company believes that a team with diverse talents and experience helps us deliver high quality, creative, and innovative services to our clients and fellow employees. We are committed to recruiting and retaining a workforce where all feel safe and valued, the uniqueness of every individual is respected, all are encouraged to participate and contribute, and all have equal access to opportunities. Boston Document Systems is an equal opportunity employer.

Responsibilities

The Customer Care Specialist acts as the primary point of contact for customers post-implementation, providing mission-critical support and collaborating internally to resolve Sales-related issues, often critical in nature, while striving for 100% customer satisfaction. This role involves project managing the resolution of complex issues by interfacing with various internal stakeholders and communicating updates to senior management and customers.