Summary:
We are looking for customer-oriented service professionals who are seeking an opportunity to grow with us. CET Associates will act as a liaison, provide technical product/service information and resolve any emerging problems that our customer and dealer accounts might face with accuracy and efficiency.

Essential Duties and Responsibilities: Other duties may be assigned.

- A CET representative will act as a liaison, provide product/service information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

- Use multiple electronic platforms such as web or chat programs to professionally interact with other teammates, customers, and dealers.

- Manage high volumes of incoming calls, emails, and support cases daily.

- Identify and assess customers’ needs to achieve complete satisfaction.

- Provide accurate, valid and complete information by using the right methods/tools.

- Respond to general account support inquires related to the rental of equipment, invoices, statements, and payment information.

- Provide first contact resolution by becoming informed and knowledgeable on all dealer and customer centric processes to avoid transferring calls.

- Build sustainable relationships and trust with customers/dealers through open and interactive communication.

- Document the caller, purpose, and resolution of each call, including clear notes on the customer card, as required.

- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

- Process customer and dealer payments for equipment rental, sales, and supplies.

- Quickly provide customer assistance with online portal registration, navigation & use.

- Assist customers and dealers with technical questions such as postage equipment/software set-up, use, trouble shooting, and exchanges.

- Process requests for repairs, quality inspections, returns, credits, out-of-specs, etc.

- Accurate and timely entry of orders such as supplies, rental equipment contracts, and leased equipment contracts.

- Provide shipping/tracking information as requested.

- Become familiar with details of new customer and dealer promotions/marketing programs and encourage participation through education.

- Complete ongoing training sessions for operational processes, technical product support, and any other subjects related to the position.

- Utilize and follow instructions of all customer support tools and documentation.

- Research and resolve customer complaints to ensure customer retention and satisfaction

- Perform a variety of related administrative functions.

- Be familiar with standard FP pricing, policies, and procedures.

- Works as a part of a team. Seeking help and always willing to helping others as needed.

- Provides supervisor with feedback or suggestions to improve the customer experience.

- Interacts frequently with all departments including compliance, finance, credit operations, warehouse, sales, and technical support in order to keep all areas of the business supported.

Qualifications:

- Proven customer support, technical support, or call center experience.

- Professional, polite, and well spoken.

- Enjoys working in a team environment with a common goal.

- Strong problem-solving skills and demonstrates active listening.

- Excellent communication and presentation skills.

- Strong customer focus and ability to adapt/respond to different types of communication styles.

- Ability to multi-task, prioritize, and manage time effectively

- Ability and desire to learn new processes and procedures which are technical in nature.

- Excellent problem solving, time management and organizational skills

- Ability to understand and navigate customer portals and assist others in doing the same

- Basic understanding of Google DNS, IP Addressing, WIFI, and Ethernet connectivity.

- Ability to learn technical procedures such as equipment/software set up and use in order to provide end user technical support.

- Dependable, report to work on time as scheduled.

- Valid Driver’s License or reliable transportation

- Bilingual (is a bonus!)

- Employee must have High Speed Internet and a personal cellular device for multi-step authentication to utilize if/when authorized to work remotely

Computer Skills:

Accurate and efficient alpha-numeric data entry skills

Transport/Set-up of company issued laptop, docking station, audio/visual device pairing, and use of company VPN.

Proficiency working with Windows based applications, Word, and Excel.

Strong ability to multi-task between different technical operating systems, CRM, web/portal, chat service, and other electronic platforms.

Familiarity with CRM systems, Navision, NetSuite.

Education/Experience:

High school diploma or GED

1 or more years in a customer support or technical role

Bilingual (is a bonus!)

At FP Mailing Solutions we’re dedicated to expanding career opportunities for the skilled professionals who help power our business.

CET Associate Career Pathing Opportunities:

CET Tier 1

CET Tier 2

CET Tier 3

Technical Support

Professional Services

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Addison, IL 60101: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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