J202601037 Cust Relations Rep

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes.

Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other.

It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

Quadient delivers exceptional experiences with passion. We continually strive to innovate and reimage something new that inspires and motivates people to exceed expectations. Our business success is underpinned by the trust that our clients invest in our products and in our commitment to delivering the very best solutions. This trust is earned by great people doing a great job. We call it: The Power of You.

In short, the Quadient Customer Support Advocate is responsible for handling inbound inquiries from internal/external customers, dealers, and field service offices.

These calls will vary between: dispatching, repair questions, detailed problem resolution through troubleshooting equipment, postage and supply support, billing inquiries, and the resolution, review, and explanation of contractual agreements as well as other various requests.

Our top-notch Customer Support Advocates are highly emotional intelligent, possess the initiative to seek and embrace change, passionate about helping others, remain flexible/adaptable as the business needs require, proficient in problem-solving, able to improve the company by establishing and achieving goals, use a style of communication that is open and honest, and represent our organizational core values in every interaction.

What does a Customer Support Advocate do?

• Responsible for promptly handling incoming calls for inquiry resolution and processing document/email inquiries for district, dealer, property managers, residents and internal customers.
• Provide first-call resolution when troubleshooting the company's key solutions, including equipment models and parcel locker products.
• Use various software programs while assisting customers and properly document information relative to the call.
• Interact professionally with internal and external areas to resolve issues accordingly.
• Respond to voicemails, emails, and digital communications in a clear and concise manner that is timely based on the urgency of the request.
• Exercise judgment and discretion in the completion of daily tasks and interactions with customers.
• Partner with the managers, leads, and fellow team members to ensure full preparation to work efficiently and effectively.
• Research and resolve routine requests and customer concerns as received.
• Provide global support for all Quadient products and services.
• Take every opportunity to exceed the expectations of both internal and external customers.
• Embrace learning and feedback for continuous improvement.
• Accomplish additional tasks, duties, or projects assigned by the management team based on the needs of the business.
• Be able to meet and exceed established call metrics and follow a set schedule predetermined by our workforce team.
• Demonstrate the commitment to customer retention and teamwork globally. 

What it takes to be a Successful Customer Support Advocate...

• A High School Diploma or equivalent (GED) is required.
• 2-5 years of customer service experience with 1+ year being continuous.
• Must be able to multi-task in a high-volume, fast-paced call center environment.
• Intermediate computer skills. Typing 45 WPM+ and 10-key by touch is ideal.
• Proficiency in Windows-based applications including Microsoft Office (Word, Excel, Outlook, etc.).
• Reliable high-speed internet connection. (+200Mbps download /+20Mbps upload recommended)
• Ability to work in a remote environment with minimal noise and distractions while able to consistently produce measurable results.
• Prior hands-on troubleshooting experience would be a plus.
• Experience or knowledge of the following systems is ideal: CPQ, SAP, Salesforce, CRM, Atlas, ERP, SFDC, ServiceMax, OLS, and Talkdesk.
• Leasing and billing experience utilizing multiple software systems preferred.
• Fluent in 2+ languages would be a plus.

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you. 

​​Help shape the future of customer communications. Apply now.​ 

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