Customer Solutions Representative
Location
Boulder, CO | United States
Job description
ePac Flexible Packaging is a global flexible packaging company with locations across the United States, Canada, Europe, Australia, and Indonesia. Built on break-through digital technologies, ePac is at the crossroads of advanced technology and manufacturing. As a start-up in 2016, ePac began with a focus on helping small and medium sized brands compete with great packaging, and today serves thousands of brands of all sizes. In all corners of the world ePac operates, the company strives to serve the communities in which we reside and contribute to the creation of a more sustainable, circular economy.
SUMMARY OF POSITION
The ePac Customer Solutions Representative has primary responsibility as being the first point of contact for phone calls, emails, chat requests related to customer service needs. In partnership and collaboration with the ePac Inside Sales team, the individual will ensure excellent customer satisfaction by quickly responding and resolving routine customer inquiries, complaints, and problem resolution through timely, accurate and professional follow through. This position reports to the Customer Solutions Manager.
The salary range for this full-time position is $24/hr plus depending on skills and experience.
This is primarily a remote role with occasional time spent in the office at our Boulder facility.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
- Receives incoming customer service inquiries via phone call, email, or chat and responds with the resolution of issues in a timely manner in accordance with the guidelines set by the department
- Maintain minimum standards for the department for quality and quantity of calls received
- Build relationships with customers over the phone and through web communication to ensure an outstanding customer experience.
- Completes detailed documentation and reports of customer complaints, issues, interactions, actions taken and results in appropriate system(s).
- Resolves independently or escalates issues affecting customer complaints and issues to the Customer Solutions Manager.
- Follow and support the guidelines set by leadership to ensure overall goals are met
- Communicates trends and suggestions for process improvement related to the customer solutions process to the Customer Solutions Manager.
- Maintain basic understanding of essential aspects of ePac’s workflow, products, and business units to properly manage call flow.
NON-ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
- Assist with other projects as assigned.
JOB KNOWLEDGE, SKILLS & ABILITIES
- Proficient use of a technology stack (CRM Tool-Salesforce, phone application, Chat Service Solution, Google Workspace)
- Commitment to excellence and high standards in written and verbal communication
- Ability to understand and interpret packaging requirements and customer initiatives to ensure more successful customer experience possible.
- Excellent time management and multitasking skills
- Driven with a sense of urgency
- Adaptable and flexible
- Great customer service skills and action oriented
- Committed to meeting and exceeding goals
- Enjoys working with a team and identifying growth opportunities
- Ability to perform diversified clerical and technical support functions
- Ability to effectively communicate through multiple channels of media
- Strong listening and comprehension skills
- Demonstrates empathy while maximizing opportunities to build rapport with the customer
EXPERIENCE AND EDUCATION
- Minimum 2-3 years customer success or inside sales experience
- Flexible packaging knowledge a plus but not required
- CRM experience required ( Salesforce.com preferred)
- Experience in Google Workspace
WORK ENVIRONMENT
- ePac is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. EEO Poster
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