Customer Service Associate

Company Overview
"We’re Nations Photo Lab- where passion meets precision in the world of professional photography printing. We believe that every moment matters–whether it's capturing your child's first steps or your first trip to Venice. As a trusted industry leader, we've helped more than 500,000 happy customers preserve their best memories. Join us in our mission to inspire creativity, celebrate moments, and deliver excellence to 500,000 more!”

Position Overview:

Are you ready to make an impact and be part of something big? We’re seeking a passionate and energetic Customer Service Associate to join our team. In this role, you’ll handle customer inquiries via phone, email, and chat, process orders, and manage account information. You’ll also be able to build strong relationships with customers and work closely with our team to enhance service quality. If you thrive in a fast-paced environment and have a knack for problem-solving, we’d love to hear from you!

What We’re Looking For:
Energetic Go-Getter - must enjoy connecting with and helping people
Strong Communicator: the ability to clearly and effectively communicate with customers through various channels (phone, email, chat) is essential
Unwavering Patience and Resilience: Handling customer inquiries and complaints requires patience and a calm demeanor, even when things get tough. Resilience helps us stay positive and composed under pressure, ensuring we always provide top-notch service.

Responsibilities:
Customer Interaction: Communicate via inbound and outbound phone calls, email, and chat to address customer questions and concerns.
Order Processing: Process orders while managing essential customer account information.
Workflow Management: Effectively manage phone, email, and chat online workflow.
Relationship Building: Complete weekly one-on-one meetings with the team leader and director to ensure continuous improvement.
Coaching: Apply coaching to improve customer service, interpersonal, and communication skills.

Manage customer issues and communicate with customers (75%)

• Communicate via inbound and outbound phone calls, email, chat, and mail correspondence.
• Manage phone or chat online workflow.
• Address customer questions and concerns regarding their order while also managing account information.
• Process orders while communicating all essential customer account information.
• Identify and cross-sell for maximum customer/company benefit.

Training and Development (10%)

• Complete a weekly one-on-one meeting with the team leader and director.
• Follow and implement training to ensure exemplary customer service and call quality.
• Apply coaching to improve customer service and interpersonal and communication skills.

Housekeeping and Continuous Improvement (15%)

• Maintain all workflows and customer notes within company systems.
• Complete a quality score sheet as directed by department goals.
• Participate in end-of-shift duties/hand-off.
• Promote a professional team atmosphere.

Qualifications:
3-5 years of proven customer support experience in a high-volume call center environment
Prior experience in phone/chat/email customer support
Exceptional typing ability (60 wpm)
Strong phone contact handling skills and active listening
Familiarity and experience with CRM technologies (MS Office, Zen Desk, data processing systems)
Strong keyboard skills
An interest in print media, photography, or a similar industry is a plus but not required

Why You'll Love This Opportunity:
Diverse Challenges: Tackle various customer service challenges, such as managing phone, email, and chat workflows and processing orders.
Career Growth: Join a company committed to fostering professional development. Your success as a Customer Service Representative is the beginning of an exciting journey with us.
Collaborative Environment: Join a supportive team culture that values collaboration, creativity, and continuous learning.

Perks and Benefits:
Competitive salary
Health, vision, and dental insurance
Retirement savings plan
Employee discount
Referral program
Generous PTO
Fun and collaborative company culture!