Orbus · 11 hours ago
CUSTOMER SUPPORT ASSOCIATE
Woodridge, IL, US
Full-time
Onsite
New Grad, Entry Level
$18/hr - $20/hrOrbus is a leading visual communications builder and designer, seeking a Customer Support Associate to enhance customer experience. This role involves managing customer interactions, providing support, and ensuring timely communication to uphold the company's Customer Promise.
AdvertisingCRMMarketing
Responsibilities
Serve as a primary point of contact for Orbus customers, delivering timely, accurate, and professional support via phone, live chat, email, and other communication channels, with an emphasis on increased telephone interaction
Provide assistance with customer inquiries including, but not limited to, quotes, order placement, order changes, product questions, pricing, and general account support
Accurately enter, update, and manage customer orders and order changes, ensuring completeness, correctness, and adherence to internal processes and timelines
Learn and become proficient in required software and applications, including but not limited to Lift, CRM systems, and Case Management tools, to effectively support customer needs
Manage customer cases from initial inquiry through resolution, ensuring timely follow-up and clear communication throughout the process
Proactively communicate with customers regarding order status, updates, promotions, and relevant marketing messages to enhance engagement and overall customer satisfaction
Collaborate with internal teams to resolve issues efficiently and support seamless order fulfillment
Maintain organized, accurate customer and order records within internal systems
Consistently delivers excellent customer experience by providing prompt, courteous, and solutions-oriented responses aligned with our Customer Promise
Demonstrates strong organizational skills, including effective management of company email to keep drafted orders, cases, returns, and escalations well-organized for clear internal and external communication
Completes all assigned work, including orders and cases, prior to the end of each workday to support customer expectations and on-time manufacturing
Effectively multitasks and prioritizes workload in a fast-paced environment while maintaining accuracy and attention to detail
Maintains availability in Ring Central for direct calls and transfers, including achieving a call answer rate KPI of 80% or higher
Accepts calls from the queue as required
Clocks in on time via ADP desktop and is fully prepared to begin work at the scheduled start time; Accurately clocks in and out to ensure shifts are documented and compensated correctly
Works overtime only when approved in advance; additional overtime may be required during peak seasons as communicated by a manager or supervisor
Manages unplanned PTO to no more than six occurrences within a rolling 12-month period
PTO requests submitted at least 48 business hours in advance are considered planned; two weeks’ notice is strongly encouraged
Actively participates in all required training
Takes ownership of ongoing learning by asking questions, taking notes, and requesting additional training when needed
Applies new knowledge quickly to improve performance and customer experience
Consistently delivers high-quality work, maintaining a case error rate KPI of 0.25% or better
Demonstrates accountability and attention to detail in all customer interactions and system entries
Is proactive, and reinforces approved and trained-upon go-to-market initiatives and messaging to support client education, leading to increased touch points, up-sell and cross-sell opportunities
Customer Communication & Support
Order Processing & Changes
Quotes & Value Positioning
Returns & Service Resolution
Digital Enablement & Self-Service Guidance + Proactive Outreach & Engagement
Qualification
Required
High school diploma or equivalent
Strong organizational skills
Ability to multitask and prioritize workload in a fast-paced environment
Effective time management skills
Proficiency in required software and applications, including but not limited to Lift, CRM systems, and Case Management tools
Excellent communication skills
Ability to manage customer cases from initial inquiry through resolution
Attention to detail
Ability to maintain organized and accurate customer and order records
Willingness to participate in all required training
Ability to apply new knowledge quickly to improve performance and customer experience
Demonstrates accountability and attention to detail in all customer interactions and system entries
Preferred
Additional education such as an associate's or bachelor's degree
Company
Orbus
Orbus specializes in the design, production, and wholesale trade only distribution of exhibit and display products, graphics and solutions.
Founded in 2001
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2019-11-01Acquired
Leadership Team
Gary Keefer
Chief Executive Officer
Recent News
Company data provided by crunchbase