Available shifts: 8:00am to 4:30pm Monday

• Friday 8:30am to 5pm Monday

•

Friday 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 of multiple systems, programs, and electronic platforms to professionally interact with other teammates, customers, and dealers.
• Successful achievement of required KPI targets such as the agent's phone queue performance, call recording/monitoring results, consumables sales, etc.
• Manage high volumes of support inquires by telephone, email, case, or any other method as deemed necessary throughout the work day.
• Provide accurate, valid and complete information by using the right methods/tools.
• Provide first contact resolution by becoming informed and knowledgeable on all dealer and customer centric processes to avoid transferring calls.
• Document the caller, purpose, and resolution of each call, including clear notes on the customer card, as required.
• Handle customer concerns with empathy, take ownership of the issue at hand and provide appropriate solutions; follow up to ensure full resolution.
• Research and resolve customer complaints to ensure customer retention and satisfaction.
• Provide support for online portal registration, navigation & use.
• Assist customers and dealers with technical questions related to the use and operation of mailing machines, mailing software, including trouble shooting as necessary.
• Be familiar with standard FP pricing, policies, and procedures.
• Process requests for rented equipment exchanges, non-serialized return authorizations, and attribute activations as needed.
• Accurate and timely entry of orders such as supplies, rental equipment contracts, and leased equipment contracts as needed.
• Provide shipping/tracking information as requested.
• Occasionally perform a variety of related administrative functions on behalf of USPS compliance.
• Works as a part of a team with the ultimate goal of providing an exceptional experience at every touchpoint.
• 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.
• Attend and successfully complete ongoing education & training sessions to keep up with job related processes, work instructions, or to further develop knowledge and skill set in any other subject related to the position.

Qualifications:

• Professional, polite, and well spoken.
• Enjoys working in a team environment with a common goal.
• Strong problem-solving skills and demonstrates active listening.
• Excellent verbal and written communication skills.
• Strong customer focus
• Ability to demonstrate empathy and maintain professionalism at all times.
• Ability to multi-task, prioritize, and manage time effectively.
• 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 or desire to learn technical procedures such as equipment/software set up and use in order to provide end user technical product support.
• Dependable, report to work on time as scheduled.
• Valid Driver's License or reliable transportation
• 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 Must be able to independently transport/set-up company issued work from home equipment (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, Dynamics365

Business Central Education/Experience:

High school diploma or GED 1 or more years in a customer support or technical role desired but not necessary 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

Job Type:

Full-time Pay:

$17.00 per hour

Benefits:

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

Work Location:

In person