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LPi · 1 week ago

Customer Service Representative - Publication Support

Henderson, NV

Full-time

Onsite

New Grad, Entry Level

$20/hr - $24/hr

LPi is a leader in print and digital communication, and they are seeking a Customer Service Representative - Publication Support to assist customers with their publication needs. This role involves providing support via phone and email, training customers on desktop publishing software, and coordinating with various departments to ensure timely delivery of services.

AdvertisingInformation TechnologyInternetMobilePrintingPublishingSocial MediaSoftware

Responsibilities

Delivers professional, efficient service via phone and email to resolve customer questions and concerns regarding the creation of their publication with desktop publishing software, the transmission of their file to LPi systems, the delivery of the printed product, and the wide variety of auxiliary services LPi offers

Provides the customer with the training and knowledge necessary to create, with desktop publishing software, and transmit a variety of electronic files for publication

Assists customers with transmission times, shipping and delivery issues or changes, contact information updates, and other customer service issues

Updates and maintains database information and call logs accurately and consistently

Coordinates with the printing and shipping departments to adhere to deadlines, rescheduling of couriers, verification of reprints and ensuring all publications for the week are transmitted and delivered

Monitors incoming file queues for problem publication files

Identifies problems with incoming publication files and contacts customer to explain, and potentially train on, the necessary fix

Collaborates with multiple departments to resolve printing and delivery issues

Runs and interprets a variety of reports from the database including late reports, invoicing reports, etc

Conducts welcome calls to new customers with an explanation of services, as well as verification of contact and contract information

Contacts customers with reminders for late or missing publication transmissions

Provides price quotes and delivery lead times to customers on a variety of printed products

Produces and updates training materials

Actively participates in continuous improvement and collaborates cross functionally and cross-center to further generate ideas and knowledge sharing

Qualification

Desktop publishing softwareCustomer service skillsAdobe Acrobat ProfessionalWindows-based productsMulti-tasking skillsTroubleshooting skillsCommunication skillsCritical thinkingAttention to detailOrganizational skillsCreative thinking

Required

Excellent customer service, communication, and critical thinking skills to provide training and troubleshooting assistance for new and existing customers

Strong knowledge of desktop publishing software: MS Publisher preferred, InDesign a plus

Strong attention to detail, creative thinking and results oriented skills

Basic troubleshooting skills with the ability to resolve more complex, emerging and/or new software and issues related to publication support within LPi's range of services

Strong working knowledge of Windows-based, and to a lesser extent Mac-based, products and programs

Knowledge of various software programs including: Adobe Acrobat Professional, database systems, remote technical support software, instant messaging and internet programs, a plus

Strong organizational and multi-tasking skills

Flexibility to work off-hours when needed, which may include one night per week until 7:00 PM and occasional Saturdays

Ability to work in a fast-paced, but collaborative environment