Wizard Labels Customer Service Representative

Description Summary

The Wizard Labels Customer Service Representative attracts and retains customers by answering product and service questions; providing information about products and services; guiding customers through the custom label selection and order process, identifying the source of customer concerns, and addressing customer concerns to ensure customer loyalty.

Scope of Job

The position requires knowledge of commonly-used customer service concepts, practices and procedures. The CSR relies on instructions and pre-established guidelines to perform the functions of the job. They work under supervision, but often independently with select customers. The objective is to ensure excellent service standards and promote customer loyalty.

Primary Responsibilities

• Manage incoming contacts and, when appropriate, initiate customer contact via phone, email, and other methods.
• Greet customers warmly and ascertain reason for the contact.
• Provide accurate, valid and complete information by using the right procedures, guidelines, information systems, and resources.
• Build sustainable relationships through open and interactive communication.
• Guide customers in initiating and maintaining customer accounts and orders.
• Contribute to quick resolution of product or service concerns by actively listening, gathering relevant information about the

problem, escalating the concern to the appropriate team leader if needed, and communicating to the customer the proposed resolution.

• Identify and assess customers’ needs to achieve customer satisfaction.
• Provide relevant and appropriate company information.
• Contribute, as needed, to team effort by accomplishing related objectives.
• Recommend potential products or services to management based upon customer input.
• Process/monitor orders from ticket creation, through proofing and sending the order to production.

Requirements Required Skills and Experience

• Demonstrated customer support experience.
• Excellent communication and active listening skills .
• Customer orientation and ability to adapt/respond to different types of personalities.
• Information technology user literacy: desktop computing and applications (especially Apple OSX-related tools), accessing and using databases.
• Ability to multi-task, prioritize and manage time effectively and efficiently.
• Willingness to learn the custom product label printing business.
• Ability to work effectively in a remote, home-based office environment.

Customer Service Representative Proficiencies

• Business Oriented
• Active Listening and Questioning Skills
• Quality Focus
• Problem Solving
• Positive Attitude
• Attention to Detail
• People Oriented
• Market and Product Knowledge
• Phone and Electronic Communication (email, chat) Skills
• Resolving Conflict
• Multitasking
• Patience
• Organizational Skills
• Adaptability
• Ability to Work Under Pressure
• Desktop computing skills.

Supervisory Responsibility – None

Work Environment – This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers filing cabinets and fax machines.

Work Hours – 7:00 AM - 3:30 PM MST

Physical Demands – This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Individuals may need to sit or stand for extended periods of time.

Company Paid Benefits

• 10 paid holidays
• Starting 2 weeks vacation at an accrued rate
• Telemedicine*
• Life insurance*
• Long term disability insurance*
• Employee assistance program (EAP)*

Company Offered Benefits

• Medical*
• Dental*
• Vision*
• Short term disability*
• Voluntary life insurance*
• Flexible spending account – health care and/or dependent care*
• Critical illness insurance, hospital indemnity insurance and accident insurance*
• Offered 1st of the month following hire date

401(k) – first of the month after 90 days of employment – auto-enroll at 3%

About Us **Brook & Whittle Ltd. is one of North America’s leading Sustainable Labeling Solutions providers, producing pressure sensitive labels, shrink sleeves and flexible packaging for many of the nation’s leading brands. The company serves multiple consumer markets, including Personal Care, Beverage, Food, Nutraceuticals, Wine & Spirits, and Household…