Remote Customer Support Advocate

Remote Customer Support Advocate Location Remote in Dallas, TX : Quadient delivers exceptional experiences with passion. We continually strive to innovate and reimage something new that inspires and motivates people to exceed expectations. Our business success is underpinned by the trust that our clients invest in our products and in our commitment to delivering the very best solutions. This trust is earned by great people doing a great job. We call it: The Power of You. In short, the Quadient Customer Support Advocate is responsible for handling inbound inquiries from internal/external customers, dealers, and field service offices. These calls will vary between: dispatching, repair questions, detailed problem resolution through troubleshooting equipment, postage and supply support, billing inquiries, and the resolution, review, and explanation of contractual agreements as well as other various requests. Our top-notch Customer Support Advocates are highly emotional intelligent, possess the initiative to seek and embrace change, passionate about helping others, remain flexible/adaptable as the business needs require, proficient in problem-solving, able to improve the company by establishing and achieving goals, use a style of communication that is open and honest, and represent our organizational core values in every interaction.

What does a Customer Support Advocate do?

• Responsible for promptly handling incoming calls for inquiry resolution and processing document/email inquiries for district, dealer, and internal customers.
• Provide first-call resolution when troubleshooting the company's key solutions, including equipment models and parcel locker products.
• Use various software programs while assisting customers and properly document information relative to the call.
• Interact professionally with internal and external areas to resolve issues accordingly.
• Respond to voicemails, emails, and digital communications in a clear and concise manner that is timely based on the urgency of the request.
• Exercise judgment and discretion in the completion of daily tasks and interactions with customers.
• Partner with the managers, leads, and fellow team members to ensure full preparation to work efficiently and effectively.
• Research and resolve routine requests and customer concerns as received.
• Provide global support for all Quadient products and services.
• Take every opportunity to exceed the expectations of both internal and external customers.
• Embrace learning and feedback for continuous improvement.
• Accomplish additional tasks, duties, or projects assigned by the management team based on the needs of the business.
• Be able to meet and exceed established call metrics and follow a set schedule predetermined by our workforce team.
• Demonstrate the commitment to customer retention and teamwork globally.

What it takes to be a Successful Customer Support Advocate...

• A High School Diploma or equivalent (GED) is required.
• 2-5 years of customer service experience with 1+ year being continuous.
• Must be able to multi-task in a high-volume, fast-paced call center environment.
• Intermediate computer skills. Typing 45 WPM+ and 10-key by touch is ideal.
• Proficiency in Windows-based applications including Microsoft Office (Word, Excel, Outlook, etc.).
• Reliable high-speed internet connection. (+200Mbps download /+20Mbps upload recommended)
• Ability to work in a remote environment with minimal noise and distractions while able to consistently produce measurable results.
• Prior hands-on troubleshooting experience would be a plus.
• Experience or knowledge of the following systems is ideal: CPQ, SAP, Salesforce, CRM, Atlas, ERP, SFDC, ServiceMax, OLS, and Talkdesk.
• Leasing and billing experience utilizing multiple software systems preferred.
• Fluent in 2+ languages would be a plus.

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.

Our Benefits Overview :

• Company subsidized Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan with Strong Company Match
• Life & Disability Insurance - Company Sponsored
• Paid Vacation, Sick Leave and 12 Company Holidays
• Career & Leadership Development
• Tuition Reimbursement Program
• Company Sponsored Groups

About Quadient :

At Quadient, we exist to help organizations simplify the connection between their customers and what matters most. From mortgage approvals, medical results, and insurance claims, to accounts receivables, invoices and inbound packages. Quadient has been helping customers since 1924. (That's right, almost 100 years!). We are the driving force behind the world's most meaningful customer experiences. By focusing on four key solution areas including Customer Experience Management, Business Process Automation, Mail-Related Solutions, and Parcel Locker Solutions, Quadient helps simplify the connection between people and what matters. Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence. Every day - we help companies manage over 788 million connections with their customers. Our award-winning solutions and best in class customer service are the reasons we have grown to become the driving force behind the world's most meaningful customer experiences. Because connections matter!

We want Quadient to be a place where we are all able to bring our whole selves to work and where our differences are embraced and celebrated. We operate in diverse areas, cultures and communities; our customers are as unique as we are. Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They make us EPIC. Together .

The above position statements are intended to describe the general nature and levels of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Quadient does not accept unsolicited resumes from headhunters, recruitment agencies or fee-based recruitment services. Please do not forward resumes to our jobs alias, Quadient employees or any organization location. Quadient is not responsible for any fees related to unsolicited resumes.

Quadient is an Equal Opportunity Employer, and all qualified applications will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristic protected by law.

If you need assistance with the application process, please email us at [email protected].