Customer Service Representative (100 Onsite)

Moore is a data-driven constituent experience management (CXM) company achieving accelerated growth for clients through integrated supporter experiences across all platforms, channels, and devices. We are an innovation-led company of 5,000 people that is the largest marketing, data, and fundraising company in North America serving the nonprofit industry with clients across education, association, political, and commercial sectors.

Moore combines our strength in technology and unmatched industry expertise to provide clients with strategy, creative, production, media, data, response management, and analytic services. Our omnichannel solutions are powered by an ongoing investment in next-generation artificial intelligence and machine learning that deepens constituent relationships and creates transformational growth.

Customer Service Representative

Job Summary:

You will be responsible for engaging with customers on behalf of Moore company. The customer services Representative duties include answering phone calls or emails from customers to answer questions, participating in meetings with your team to discover new communication tactics, and maintaining expert knowledge about our products or services to best help customers.

Supervisory Responsibilities:

• Working with a team of CSRs and other departments to find appropriate solutions.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Provides seamless full-service production coordination, from beginning to end, as the primary internal point of contact for the customer, sales, production, and administration. Customer Service is ultimately responsible for achieving this goal regardless of the level of support provided by sales and/or production.
• Obtains job information from the customer that is complete, concise, current, and in writing.
• Develops key relationships with internal resources to assist with problems.

Duties/Responsibilities:

• Notifies everyone with the "need to know" (Customer, Production, etc.) if there are changes, if schedules are off, or if customer expectations can't be met.
• Escalates to Supervisor or Production Manager, when necessary if schedule changes or problems occur.
• Reviews QC checklists and Customer SOP.
• Maintains SOPs on an ongoing basis and records any relevant account information to ensure that customer wants needs, and expectations are consistently realized.
• Writing SOPs for accounts as needed.

Required Skills/Abilities:

• Sets business and personal goals and develops clearly written action plans.
• Excellent time management and organizational skills.
• Knowledgeable of job management systems, SOP'S, and Microsoft Office Suite (Tech-Savvy).
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Excellent organizational skills and attention to detail.

Education and Experience:

• High School Diploma with 3-5 years of Printing and/or direct mail production experience is preferred.

Physical Requirements: (Example Below)

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 20 pounds at times.
• Minimal travel anticipated; may consist of auto and air travel.

Benefits:

• 401(k) matching
• Dental Insurance
• Health insurance
• Paid time off.
• Vision insurance

Moore Company participates in committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Moore Company is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Moore Company participates in the E-Verify program. Must be authorized to work in the United States and successfully pass a comprehensive criminal background investigation.