Customer Service Lead

Customer Service Lead – Remote

USA – Remote

Full time

J202408015

Connect with Quadient

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 .

Position Title – Customer Service Lead

Location – Remote US

Your role in our future

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.

Your profile

• 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.

Turn your passion into performance. Apply now.

This position has an hourly pay range of:

$20.14-$30.24

Quadient, Inc. has standard ranges for all U.S. – based roles, based on function, level, and scope, which are benchmarked against companies of similar size and growth-stage. To provide greater transparency to candidates, we share these targets on all job postings. Final salary offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the ranges listed.

Rewards & Benefits

Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.

Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.

Inclusive Community: Join diverse communities and engage in our Philanthropy program.

Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.

Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares – in a culture that embraces differences and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at careers@quadient.com

Quadient is an Equal Employment Opportunity Employer*: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background. We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.

*This includes being an Affirmative Action Employer in the United States.

People. Connected.