Customer Service Specialist

AlphaGraphics Northbrook / Deerfield; American Fork (UT); On-site; USD 23,000 - 30,000; Full time

Benefits offered by this job

Health Insurance

Dental

Vision

Flexible Spending Account

Retirement account matching

Paid time off

Holiday Schedule including your Birth

Planet Fitness Program

Employee discount

Job summary

Alphagraphics is seeking a Customer Service Representative to greet customers in person and over the phone, assist with product recommendations, and process orders at the front counter. You will learn and operate the POS system, quotes, and order entry while maintaining a high level of customer satisfaction.

The role emphasizes reliability, attention to detail, and a willingness to learn, with opportunities for advancement and certification as a Print Specialist.

Qualifications

• Proficient with Microsoft Office and MIS systems.
• Strong communication and customer-service skills required.
• Able to multi-task in a fast-paced environment.
• Good math skills and basic computer experience for POS entries.

Responsibilities

• Greets customers in person at the front counter.
• Answers the phone and states name and company clearly.
• Processes callers through the phone system and transfers as needed.
• Identifies customer projects by asking key questions.
• Notifies customers when orders are completed and follows up on estimates and orders.
• Maintains front counter cleanliness and filing systems.
• Takes messages for team members and refers to inside sales when appropriate.
• Trains to cover holidays and illnesses and supports sales as needed.

Skills

Microsoft Office

MIS system

Customer service

Math skills

POS software

Communication

Friendly demeanor

Multi-tasking

Tools

POS system

MIS system

Job description

As a Customer Service Representative, your job will be to make our customers happy through excellence customer service during in person and phone call interactions. You will help customers that walk into our retail location to help them identify the best products and services for their needs and be able to take calls that come to the store or you are reaching out to a customer providing order updates or letting them know when their order is ready.This is a great foundational learning position for our organization that comes with several advancement and career options. We are a high growth company and looking for high level talent to add to our team. There will be development opportunities in all parts of the business for the right person who is a reliable employee, eye for details, good work ethic that can perform and produce results, and is willing to learn and receive feedback.Organization Core ValuesHumanity – People, Respect, Teamwork, Community, KindnessCuriosity – Learning, Listen, Knowledge, Creativity, Problem-Solving, Challenge Assumptions)Development – Grow, Create, Learn, Expand, AdvanceScrappy – Self-starter, Committed, Enthusiastic, Initiative, Hard-WorkingResponsibilitiesGreets the customer in person. “Hi, welcome to Alphagraphics. What can we do for you today?” Avoid asking, “Are you here to pick up an order.”Answers the phone. “Alphagraphics, this is (your name),” or other variations like, “Thank you for calling Alphagraphics, this is (your name).” The important point is to state both your name and the name of the company.Accurately processes callers through the phone system. Transferring calls, parking calls on the answering service and paging.Identifies the customer and his/her project through a few questions:What project are you working on today?Do you have an account with us?Depending on the answers, proceed as follows:If they have an account and an assigned rep see if the rep is available to assist. If not, get all information about their jobIf the project is complex, i.e. an EDDM job, Book job, promo or just a large job, then pass to either a CSR 2 position, an ISR, an OSR or the owner.If the project is simple and can be done while they wait, then proceed.If the project is simple but will take some time then follow the rule: In by noon, done EOD. In after noon, then done next day.Quotes turnaround from the “standard turnaround chart”Accurately enters correctly priced estimates and orders in POS SystemFollows up on estimates, asks for ordersEnters orders in POS systemHandles cash, check, or credit card transactions and deposits at front counterVerifies order accuracy and pricingNotifies customers when order is completedHandles customer complaints, forwards to management when appropriateMaintains front counter cleanliness, preparedness checklistMaintains front counter filing systemsLogs new customer contacts for future follow upMaintains customer artwork filesTakes complete messages for team membersRefers customers to inside sales rep when appropriateTrains to become competent back-up during holidays and illnessesDevelops customer’s trust by taking interest in the success and timely completion oftheir projectsTrains to become a Certified Print SpecialistCompletes Digital CertificationPass on information about customers with future potential to the sales representativeQualificationsStrong technology skill with Microsoft Office and have worked with an MIS systemA friendly and outgoing personalityExperience in the printing industry an advantageEnjoys fast-paced working environment – ability to “multi-task”Has good math skillsHas basic computer experience; ability to learn Point of Sales (POS) software forentering orders, estimates, and front counter transactionsDemonstrates and utilizes courteousStatus - Full TimeShift 8:30am to 5:30pmPay - $17-22 per hour - depending on relevant experienceNo remote work availableAbout AlphagraphicsAlphagraphics is a brand fulfillment company helping customers with creative services, custom ordering portals, ecommerce, branding, kitting and shipping. We brand everything from printed products, signs, promo, swag - if a logo goes on it we produce it.The Alphagraphics Orem location is part of Speedy CPS, who has 17 locations in Idaho, Utah, Wyoming and Montana.Benefits:Health InsuranceDentalVisionFlexible Spending AccountSeveral supplemental plansRetirement account matchingEmployee discountPaid time offHoliday Schedule including your BirthdayPlanet Fitness Program