Publication Support Representative

LPi; Cleveland (OH); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k match

Paid Vacation

Holidays

Birthday off

Parental Leave

Bonus program

Job summary

LPi is seeking a tech-savvy Customer Service professional to assist with customer requests, troubleshoot issues, and deliver clear, visually accurate solutions using image editing software. Bi-lingual English/Spanish candidates are encouraged to apply.

The role involves coordinating with publishing and printing operations, providing training, and maintaining accurate call logs, with occasional after-hours support.

Qualifications

• Excellent customer service, communication, and critical thinking skills to provide training and troubleshooting assistance for new and existing customers.
• Strong knowledge of desktop publishing software: Canva Pro, MS Publisher preferred, InDesign a plus.
• Strong attention to detail, creative thinking and results oriented skills.
• Basic troubleshooting skills with the ability to resolve more complex, emerging and/or new software and issues related to publication support within LPi’s range of services.
• Strong working knowledge of Windows-based products and programs.
• Knowledge of various software programs including: Adobe Acrobat Professional, database systems, remote technical support software, instant messaging and internet programs.

Responsibilities

• Deliver professional, efficient service via phone and email to resolve customer questions and concerns regarding the creation of their publication with desktop publishing software, the transmission of their file to LPi systems, the delivery of the printed product, and the wide variety of auxiliary services LPi offers.
• Provide the customer with the training and knowledge necessary to create, with desktop publishing software, and transmit a variety of electronic files for publication.
• Assist customers with transmission times, shipping and delivery issues or changes, contact information updates, and other customer service issues.
• Update and maintains database information and call logs accurately and consistently.
• Coordinate with the printing and shipping departments to adhere to deadlines, rescheduling of couriers, verification of reprints and ensuring all publications for the week are transmitted and delivered.
• Monitor incoming file queues for problem publication files.
• Identify problems with incoming publication files and contacts customer to explain, and potentially train on, the necessary fix.
• Collaborate with multiple departments to resolve printing and delivery issues.
• Run and interpret a variety of reports from the database including late reports, invoicing reports, etc.
• Conduct welcome calls to new customers with an explanation of services, as well as verification of contact and contract information.
• Contact customers with reminders for late or missing publication transmissions.
• Provide price quotes and delivery lead times to customers on a variety of printed products.
• Produce and updates training materials.
• Actively participate in continuous improvement and collaborates cross functionally and cross-center to further generate ideas and knowledge sharing.

Skills

Customer service

Communication

Critical thinking

Desktop publishing

Canva Pro

MS Publisher

InDesign

Windows

Training skills

Troubleshooting

Tools

Canva Pro

MS Publisher

InDesign

Adobe Acrobat Pro

Database systems

Remote support software

IM tools

Job description

Do you enjoy helping people and solving problems? We’re looking for a tech-savvy Customer Service professional who’s comfortable using image editing software to assist with customer requests, troubleshoot issues, and deliver clear, visually accurate solutions with a positive attitude.

Candidates who are bi-lingual in English and Spanish are encouraged to apply!

How Will You Knock It Out Of The Park?

You have a passion for your job. You are comfortable with new technologies and skilled with computer knowledge. You have excellent customer service skills and are ready to assist our customers and help create success. You aren't afraid of deadlines, and you are an excellent servant leader that embraces change and celebrates successes!

The Technical Customer Support Rep acts as the liaison between publishing account customers and LPi’s printing operation by providing service and support to customers via phone and e-mail regarding creation of their publication, publication deadlines, shipping and contact information, as well as proprietary LPi provided and/or produced software and services.

In this role you will:

• Deliver professional, efficient service via phone and email to resolve customer questions and concerns regarding the creation of their publication with desktop publishing software, the transmission of their file to LPi systems, the delivery of the printed product, and the wide variety of auxiliary services LPi offers.
• Provide the customer with the training and knowledge necessary to create, with desktop publishing software, and transmit a variety of electronic files for publication.
• Assist customers with transmission times, shipping and delivery issues or changes, contact information updates, and other customer service issues.
• Update and maintains database information and call logs accurately and consistently.
• Coordinate with the printing and shipping departments to adhere to deadlines, rescheduling of couriers, verification of reprints and ensuring all publications for the week are transmitted and delivered.
• Monitor incoming file queues for problem publication files.
• Identifie problems with incoming publication files and contacts customer to explain, and potentially train on, the necessary fix.
• Collaborate with multiple departments to resolve printing and delivery issues.
• Run and interpret a variety of reports from the database including late reports, invoicing reports, etc.
• Conduct welcome calls to new customers with an explanation of services, as well as verification of contact and contract information.
• Contact customers with reminders for late or missing publication transmissions.
• Provide price quotes and delivery lead times to customers on a variety of printed products.
• Produce and updates training materials.
• Actively participate in continuous improvement and collaborates cross functionally and cross-center to further generate ideas and knowledge sharing.

The successful candidate will be/have:

• Excellent customer service, communication, and critical thinking skills to provide training and troubleshooting assistance for new and existing customers
• Strong knowledge of desktop publishing software: Canva Pro, MS Publisher preferred, InDesign a plus.
• Strong attention to detail, creative thinking and results oriented skills
• Basic troubleshooting skills with the ability to resolve more complex, emerging and/or new software and issues related to publication support within LPi’s range of services
• Strong working knowledge of Windows-based, and to a lesser extent Mac-based, products and programs
• Knowledge of various software programs including: Adobe Acrobat Professional, database systems, remote technical support software, instant messaging and internet programs, a plus
• Strong organizational and multi-tasking skills
• Flexibility to work off-hours when needed, which may include one night per week until 7:00 PM and occasional Saturdays.
• Ability to work in a fast-paced, but collaborative environment

Salary And Benefits

• The hourly wage for this position is $20-$24/hour depending on experience.
• LPi is committed to the health and wellness of our employees. We use a five-category total wellbeing system to analyze the benefits that help contribute to our employee’s total wellbeing. Don’t just come to work. Thrive at work!
• Benefits package the first of the month following employment, so you are supported beyond the workday
• All employee bonus program rewarding up to $2000
• Comprehensive onboarding and continual development
• Medical, Dental, and Vision Insurance Package
• Dependent Care Flexible Spending Account
• Company-paid Short-Term Disability and Life Insurance
• Paid Parental Leave
• 401k match
• Paid Vacation time, Holidays, and even your Birthday off
• Paid Community Service Hours & Matching Donation programs

WHY LPI?

We believe that where you work matters and that our employees make a difference. We’re passionate about serving our customers with the resources they need to engage with the next generation. For five decades LPi has been the leader in print and digital communication and has helped thousands of nonprofits, churches, and communities intentionally communicate with their audience and grow their engagement. Our Core Values are pivotal to our employee satisfaction. Visit our website to learn more: www.4lpi.com

We are an equal opportunity employer