Introduction to Dex Imaging and Our Mission
Dex Imaging is a renowned leader in the document handling equipment and services industry, with a strong presence across multiple offices and locations throughout the United States. Our commitment to delivering exceptional customer experiences has been the cornerstone of our success, and we are now seeking a highly skilled and dedicated part-time, remote Service Support Representative to join our team. As a key member of our customer service team, you will play a vital role in providing top-notch support to our valued customers, ensuring their needs are met with professionalism, empathy, and efficiency.
Job Overview and Responsibilities
In this part-time, remote position, you will be responsible for handling Tier 1 customer calls, providing timely and effective solutions to their queries, and ensuring seamless communication throughout the entire customer journey. Your primary objectives will include:
- Answering customer questions and requests for supplies, service, and troubleshooting 1st level technical issues via inbound calls, voice mails, emails, and alerts.
- Positively building and maintaining excellent customer service relationships, identifying opportunities for technical support that can be provided via phone.
- Providing clear, concise communications and following up with customers on company schedules, requested lead times, and delivery times.
- Collaborating with our Tier 2 team to escalate customer technical issues quickly and efficiently, ensuring minimal disruption to our customers' operations.
- Tracking, routing, and escalating unresolved issues to Management, ensuring prompt resolution and maintaining high customer satisfaction levels.
- Remaining current with constant process updates and technology used within the company, adapting to changes and implementing new procedures as required.
- Performing duties with awareness and in accordance with the organization's policies and applicable laws, maintaining the highest standards of integrity and professionalism.
- Carrying out other duties as directed by management, demonstrating flexibility and a willingness to contribute to the team's success.
Essential Qualifications and Skills
To excel in this role, you will need to possess the following essential qualifications and skills:
- High School Diploma or equivalent.
- A reliable internet connection, enabling you to work efficiently from home.
- Experience in a call center environment is highly desirable, although not essential.
- Proficiency in Word Processing software, Spreadsheet software, Order processing systems, and Contact Management systems.
- The ability to empathize with customers, providing personalized support and resolving issues in a professional and courteous manner.
- Excellent multi-tasking skills, with the ability to talk and type simultaneously in a fast-paced environment.
- Strong organizational and time management skills, with the ability to prioritize tasks and manage your time effectively.
- Proficiency in Microsoft Office (Word, Excel, Outlook) and basic internet skills, with the ability to navigate multiple systems and software applications.
- Demonstrated professional communication skills, with a high degree of initiative, mature judgment, and discretion.
Preferred Qualifications and Skills
While not essential, the following preferred qualifications and skills will be highly advantageous in this role:
- Previous experience in a customer-facing role, with a proven track record of delivering exceptional customer service.
- Knowledge of document handling equipment and services, or a related industry.
- Experience with customer relationship management (CRM) software and other relevant technologies.
- Bi-lingual or multi-lingual skills, enabling you to communicate effectively with customers from diverse backgrounds.
Career Growth Opportunities and Learning Benefits
At Dex Imaging, we are committed to the growth and development of our employees, providing opportunities for career advancement and professional development. As a part-time, remote Service Support Representative, you will have access to:
- Comprehensive training programs, designed to enhance your skills and knowledge in customer service, technical support, and industry-specific technologies.
- Ongoing coaching and mentoring, providing feedback and guidance to support your continued growth and development.
- Opportunities for career advancement, with the potential to move into full-time or leadership roles within the company.
- A dynamic and supportive work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences.
Work Environment and Company Culture
At Dex Imaging, we pride ourselves on our positive and inclusive company culture, which values diversity, integrity, and teamwork. As a remote employee, you will be an integral part of our team, with opportunities to collaborate with colleagues and contribute to our mission. Our company culture is built on the following core values:
- A customer-centric approach, prioritizing the needs and satisfaction of our valued customers.
- A commitment to excellence, striving for continuous improvement and innovation in all aspects of our business.
- A culture of teamwork and collaboration, fostering open communication, mutual respect, and trust among all employees.
- A dedication to employee growth and development, providing opportunities for career advancement and professional development.
Compensation, Perks, and Benefits
We offer a competitive compensation package, with a starting hourly rate of $20 per hour. While this part-time position is not eligible for medical benefits, you will receive holiday pay based on the hours worked per day. Other perks and benefits include:
- Flexible working hours, with the opportunity to work from home and balance your work and personal life.
- A dynamic and supportive work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences.
- Ongoing training and development opportunities, designed to enhance your skills and knowledge in customer service, technical support, and industry-specific technologies.
- Recognition and reward programs, acknowledging and rewarding your contributions to the team and the company's success.
Conclusion and Call to Action
If you are a motivated and customer-focused individual, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting part-time, remote opportunity. As a Service Support Representative with Dex Imaging, you will be part of a dynamic and supportive team, with opportunities for career growth and development. Don't miss this chance to join a leading provider of document handling equipment and services, and take the first step towards a rewarding and challenging career. Apply now and discover the benefits of working with a company that values its employees and is committed to excellence in all aspects of its business.
Apply Now