DESCRIPTION

Under supervision, the Customer Service Representative will provide daily support to customers in providing document printing services. Provide estimates and quotes, print, copy and data services assistance based on customer requirements. Coordinate both externally and internally printed product services to obtain quality and timely deliveries to customers. Maintain related files and records, billing information and job data in Management Information Systems (MIS). Assist with daily operations and production. Assist supervisor with month end procedures including data entry of monthly meter reads. Serve as Customer Service Representative (CSR) for Triton Print & Digital Media Campus Copier Services (CCS), assisting customers by phone, email and in person at a service counter. Receive service call requests from CCS customers and enter relevant information into service dispatch program. Monitor incoming recharge change requests from departments, verify proper authorization to add, delete, and modify account information and other relevant information in the ITC Multiplan program.

• May be required to work overtime or alternate shifts

• May be assigned to any Triton Print & Digital Media location on campus.

QUALIFICATIONS

• Experience providing customer service in a high volume, retail or commercial environment. Experience building and maintaining strong customer relationships by providing excellent and responsive service to a diverse customer population.

• Proven experience building and maintaining strong customer relationships by providing excellent and responsive service. Demonstrated ability to communicate clearly and effectively with customers and vendors in person, by phone and email over extended projects, timeframes and multiple versioning of orders.

• Demonstrated experience using cash registers and credit card terminals, and adhering to established credit and cash handling procedures and close out processes.

• Proven ability in reviewing and recommending layouts of manuscripts, forms, bound publications, pamphlets, flyers, leaflets and other material for printing, and estimate the manufacturing costs of producing the desired quantity.

• Working knowledge of paper stock including their characteristics, appearance and texture.

• Working knowledge on how to order standard and specialized print services from a variety of vendors.

• Proven knowledge of common file types and the recommended types used in various services, including data, music and video file formats, CD, DVD recording requirements and processes.

• Proficient knowledge of PC software, spreadsheet and database applications (example MIS), Microsoft Office, Outlook, Access and various web browsers. Familiarity with graphics programs and their application within the department to process files for printing. Ability to learn new software and adapt it to project requirements.

• Experience with entry of data transactions into MIS and spreadsheets with a high degree of accuracy under strict deadlines with constantly changing priorities and frequent interruptions.

• Demonstrated ability to prioritize workload, produce quality work, enter a large volume of data entry transactions and maintain accurate records. Working knowledge of and experience using basic mathematics.

• Proven experience in identifying problems and suggesting a course of action for resolution, escalating sensitive or more complex problems requiring supervisor's attention.

• Excellent attention to detail and ability to meet deadlines with constantly changing priorities and frequent interruptions.

• Proven interpersonal skills including tact, diplomacy, and flexibility to exercise independent judgment. Ability to communicate and interact effectively with a diverse student, staff, and faculty population. Ability to communicate in person, on the telephone, and through written correspondence.

SPECIAL CONDITIONS

• DOJ/FBI and DMV background checks and clearances required prior to employment.

• Must possess and maintain a valid California Driver License and participate in the DMV Pull Notice program.