Customer Service Lead

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 .

Job Responsibilities
The Customer Service Lead must have a strong customer service skill set and the ability to support company core values and goals. This position is responsible for supporting employee performance and development, monitoring the team on a regular basis and maintaining accurate documentation. The Customer Service Lead demonstrates commitment to customer retention and teamwork. The ideal candidate represents the organizational core values in every interaction by possessing the initiative to seek and embrace change, remain flexible as the business needs require, demonstrate the ability to improve the company by establishing and achieving goals, and maintaining a style of communication that is open and honest. Duties also include: assisting with customer and department related escalations; handling of inbound calls and phone support for multiple work groups; handling email and mailed correspondence; lead tester on CRM projects, as required; handle conference calls for testing and District communication, as required. All other duties as assigned based on the needs of the business.

Job Requirements
High School Diploma or equivalent (GED) required.
Associates Degree or continuing education classes preferred.
3+ years of customer service experience.
Must be able to multi-task in a high-volume, fast-paced call center environment.
Must enjoy direct interactions with customers and employees.
Demonstrates commitment to problem solving and resolution.
Leasing experience in the office equipment industry preferred
Knowledge of Order Care processes and procedures preferred.
Hands on experience of troubleshooting depot repair and other products as required preferred.
Must possess excellent written and verbal communication skills.
Superior interpersonal skills and professionalism to communicate by phone, email and in-person with customers and fellow employees.
Basic computer skills including outstanding typing and 10-key by touch.
Proficiency in Windows based applications including Microsoft Office (Word, Excel, Outlook, etc.).
Hands on knowledge of the following systems preferred: Salesforce, CRM, Atlas, ERP, SFDC, ServiceMax, OLS
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.