Customer Support Advocate

Title: Customer Support Advocate- CIC

locations

  • USA Job Posting – TX – Dallas
  • USA – Remote

time type Full time

Job Description:

Connect with Quadient

Quadient is a global leader in customer communication solutions. With over 100 years’ of experience and still going strong, we aim to be the driving force behind the world’s most meaningful customer experiences. Our success in delivering innovation and business growth is inspired by the connections our people create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career – and help our future-focused team lead the way.

The Quadient Customer Support Advocate is responsible for handling inbound inquiries from internal/external customers, dealers, and field service offices. Wait, there’s more! 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 over the phone, 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.

Your role in our future

  • Handle incoming calls, emails, and inquiries for district, dealer, and internal customers, ensuring prompt resolution and proper documentation.
  • Provide first-call resolution for troubleshooting depot repair equipment models using various software programs.
  • Interact professionally with internal and external teams to resolve issues and respond to communications in a timely, clear, and concise manner.
  • Exercise judgment and discretion in daily tasks, partnering with managers and team members for efficient and effective work.
  • Research and resolve routine requests and customer concerns, providing global support for all Quadient products and services.
  • Meet and exceed established call metrics, embrace continuous improvement, and accomplish additional tasks assigned by management.

Your profile

  • High School Diploma or equivalent (GED) required with 2-5 years of customer service experience, including 1+ year continuous.
  • Ability to multi-task in a high-volume, fast-paced call center with intermediate computer skills; typing 45 WPM+ and 10-key by touch ideal.
  • Proficiency in Windows applications (Microsoft Office) and reliable high-speed internet connection (200+ Mbps download / 20+ Mbps upload).
  • Ability to work remotely with minimal noise/distractions, consistently producing measurable results.
  • Preferred experience: hands-on troubleshooting, leasing and billing with multiple software systems, and familiarity with systems like SAP, Salesforce, and CRM.
  • Fluency in 2+ languages is 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.

Turn your passion into performance.

#LI-NB1

#LI-Remote

This position has an hourly pay range of:

$16.83-$25.24

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 all 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 which embraces difference 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.

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.