Job Description

Do you enjoy helping people and solving problems? We're looking for a tech-savvy Customer Service professional who's comfortable using image editing software to assist with customer requests, troubleshoot issues, and deliver clear, visually accurate solutions with a positive attitude.
The Customer Service Representative - Publication Support acts as the liaison between publishing account customers and LPi's printing operation by providing service and support to customers via phone and e-mail regarding creation of their publication, publication deadlines, shipping and contact information, as well as proprietary LPi provided and/or produced software and services.

How Will You Knock It Out Of The Park?

You have a passion for your job. You have excellent customer service skills and are ready to assist our customers and help create success. You aren't afraid of deadlines, and you are an excellent servant leader that embraces change and celebrates successes!

In this role you will:

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.

The successful candidate will be/have:

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

COMPENSATION AND BENEFITS

The hourly wage for this position is $20-$24/hour depending on experience.

All Employee Bonus up to $2000 Comprehensive onboarding and continual development Medical, Dental, and Vision Insurance Package Dependent Care Flexible Spending Account Company-paid Short-Term Disability and Life Insurance Paid Parental Leave 401k match Paid Vacation time, Holidays, and even your Birthday off Paid Community Service Hours & Matching Donation programs

WHY LPI?

We believe that where you work matters and that our employees make a difference. We're passionate about serving our customers with the resources they need to engage with the next generation. For five decades LPi has been the leader in print and digital communication and has helped thousands of nonprofits, churches, and communities intentionally communicate with their audience and grow their engagement. Our Core Values are pivotal to our employee satisfaction. Visit our website to learn more: www.4lpi.com



We are an equal opportunity employer



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