Customer Service Associate

Nations Photo Lab; Cockeysville (MD); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Competitive salary

Health vision and dental insurance

Retirement savings plan

Employee discount

Referral program

Generous PTO

Fun and collaborative company culture

Job summary

Nations Photo Lab in the United States is seeking a passionate Customer Service Associate to join our team. You’ll handle customer inquiries via phone, email, and chat, process orders, and manage account information to build strong relationships.

If you thrive in a fast-paced environment and have 3–5 years of proven customer support experience, strong typing (60 wpm), and familiarity with CRM tools, this role offers competitive pay, health benefits, retirement savings, and a collaborative

Qualifications

• 3-5 years of proven customer support experience in a high-volume call center environment.
• Prior experience in phone/chat/email customer support.
• Exceptional typing ability (60 wpm).
• Strong phone contact handling skills and active listening.
• Familiarity and experience with CRM technologies (MS Office, Zen Desk, data processing systems).
• Strong keyboard skills.
• An interest in print media, photography, or a similar industry is a plus but not required.

Responsibilities

• Customer Interaction: Communicate via inbound and outbound phone calls, email, and chat to address customer questions and concerns.
• Order Processing: Process orders while managing essential customer account information.
• Workflow Management: Effectively manage phone, email, and chat online workflow.
• Relationship Building: Complete weekly one-on-one meetings with the team leader and director to ensure continuous improvement.
• Coaching: Apply coaching to improve customer service, interpersonal, and communication skills.

Skills

Multichannel communication

Active listening

CRM familiarity

Typing 60 wpm

High-volume support

Tools

MS Office

ZenDesk

Job description

• Pay or shift range: $18 USD to $21.75 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Company Overview

We’re Nations Photo Lab- where passion meets precision in the world of professional photography printing. We believe that every moment matters–whether it's capturing your child's first steps or your first trip to Venice. As a trusted industry leader, we've helped more than 500,000 happy customers preserve their best memories. Join us in our mission to inspire creativity, celebrate moments, and deliver excellence to 500,000 more!

Position Overview

Are you ready to make an impact and be part of something big? We’re seeking a passionate and energetic Customer Service Associate to join our team. In this role, you’ll handle customer inquiries via phone, email, and chat, process orders, and manage account information. You’ll also be able to build strong relationships with customers and work closely with our team to enhance service quality. If you thrive in a fast-paced environment and have a knack for problem-solving, we’d love to hear from you!

What We’re Looking For

• Energetic Go-Getter - must enjoy connecting with and helping people


• Strong Communicator: the ability to clearly and effectively communicate with customers through various channels (phone, email, chat) is essential


• Unwavering Patience and Resilience: Handling customer inquiries and complaints requires patience and a calm demeanor, even when things get tough. Resilience helps us stay positive and composed under pressure, ensuring we always provide top‑notch service.

Responsibilities

• Customer Interaction: Communicate via inbound and outbound phone calls, email, and chat to address customer questions and concerns.


• Order Processing: Process orders while managing essential customer account information.


• Workflow Management: Effectively manage phone, email, and chat online workflow.


• Relationship Building: Complete weekly one‑on‑one meetings with the team leader and director to ensure continuous improvement.


• Coaching: Apply coaching to improve customer service, interpersonal, and communication skills.

Manage customer issues and communicate with customers (75%)

• Communicate via inbound and outbound phone calls, email, chat, and mail correspondence.


• Manage phone or chat online workflow.


• Address customer questions and concerns regarding their order while also managing account information.


• Process orders while communicating all essential customer account information.


• Identify and cross-sell for maximum customer/company benefit.

Training and Development (10%)

• Complete a weekly one‑on‑one meeting with the team leader and director.


• Follow and implement training to ensure exemplary customer service and call quality.


• Apply coaching to improve customer service and interpersonal and communication skills.

Housekeeping and Continuous Improvement (15%)

• Maintain all workflows and customer notes within company systems.


• Complete a quality score sheet as directed by department goals.


• Promote a professional team atmosphere.

Qualifications

• 3-5 years of proven customer support experience in a high-volume call center environment


• Prior experience in phone/chat/email customer support


• Exceptional typing ability (60 wpm)


• Strong phone contact handling skills and active listening


• Familiarity and experience with CRM technologies (MS Office, Zen Desk, data processing systems)


• Strong keyboard skills


• An interest in print media, photography, or a similar industry is a plus but not required

Why You’ll Love This Opportunity

• Diverse Challenges: Tackle various customer service challenges, such as managing phone, email, and chat workflows and processing orders.


• Career Growth: Join a company committed to fostering professional development. Your success as a Customer Service Representative is the beginning of an exciting journey with us.


• Collaborative Environment: Join a supportive team culture that values collaboration, creativity, and continuous learning.

Perks and Benefits

• Competitive salary


• Health, vision, and dental insurance


• Retirement savings plan


• Employee discount


• Referral program


• Generous PTO


• Fun and collaborative company culture!

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.