Contact Centre Support Specialist

Overview of Role:

At National Pen, we are looking for Contact Centre Support Specialist who are motivated, enthusiastic, customer care and sales oriented self-starters. We are passionate about people and performance excellence and put our customers at the Centre of everything we do. Join our diverse, in-house, team where you will feel valued and inspired to contribute your unique skills and experience. This role serves as the primary point of contact for National Pen external and internal customers, where they provide post-sale assistance. The ideal candidate must have experience working in a customer care, chat and back office environment driving consistent growth while providing outstanding customer care.  This role requires you to be focused and continually striving to grow the business and customer loyalty.

Responsibilities.

Supports Three Channels, Chat Support, Care Phone Representative I and Back office Support.

• Collect and process web, phone, email, and chat sales orders and support needs 
• Assist Customer Care with incoming overflow calls when necessary.
• If needed, contact the customer to follow up on any order or service related issue
• Interface with other departments and management to resolve issues
• Track and report backlog to management as/when specified
• Flexibility to work any 8.5 hour shift including weekends and holidays
• Ability to work simultaneously with multiple customers via Chat where/when needed
• Receive Incoming calls and assist with customers queries
• Place outgoing calls as needed
• Any other duties as assigned by management
• Support the business with any and all related issues of the entire inbound department as requested by management.

You will also:

• Communicate with customers in response to incoming calls, fax, email or mail consisting of customer orders, inquiries regarding orders, account balances, product information and/or questions about the web
• Provide excellent customer experiences through various media forms; phone calls, emails
• Be accountable for sales, call quality, and other key metrics that drive continued growth and improvement in the call Centre.
• Maintain customer databases by entering and updating relevant information
• Take ownership for enhancing the company’s reputation by creating new and unique customer requests and by exploring opportunities to add value to your role

Required skills and experience:

• High school diploma or
• 4 High School passes (to include English Language and a Math related subject)
• Familiarization with computer applications such as MS Office suite
• Be able to type 40 wpm (minimum)/ Must possess accurate data entry skills
• Sales/Contact Centre experience is a plus
• Highly motivated to achieve your earning potential.
• Ability to communicate effective using various mediums
• High caliber of execution against targets and tasks
• Ability to work accurately with numbers and data in a fast paced, productivity-oriented environment
• Good interpersonal skills to understand customer inquiries or complaints
• Possess strong written and verbal communication skills
• Make independent decisions, demonstrate good judgement, and pay attention to details
• At least 1 year experience in customer care/sales/back office support/chat or call Centre
• Ability to work in a very structured environment with a diverse workforce
• Supports Three Channels, Chat, Phone and Back office Support.  You will start training and work deliverables with any one assigned channel and be moved to any other channel as business needs dictates.

Language Skills: 

Excellent communication skills. Ability to read and comprehend instructions, correspondence, and memos. Ability to write simple correspondence using proper grammar and professionalism. Ability to effectively present information to customers and other employees of the organization. Bilingual skills are a plus.

Mathematical Skills:

Must possess the ability to work accurately with numbers and data in a fast paced, productivity-oriented environment.

 Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

QUALIFICATIONS:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The individual will be measured and evaluated weekly on the following criteria: sales revenue, quality, productivity, accuracy and backlog. One must contribute to building a positive team spirit by supporting all efforts to be successful. Good attendance will be required. The requirements listed are representative of the knowledge, skill, and/or ability required.

ADDITIONAL RESPONSIBILITIES: 

Comply with company policies, safety rules and regulations for personal and as pertaining to other employees. Maintain work area, equipment, and supplies in a neat and orderly condition.  Report any problems or difficulties to the leadership group.  Assist others/perform other duties when time permits or when so instructed.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with our without notice.

Our values

At Pens.com, we are guided by a set of core values that define our culture and approach to hiring:

Customers-First: 

We are committed to delivering exceptional customer experiences, both internally and externally. By understanding and fulfilling customer needs, we create impactful solutions that leave a lasting impression.

Continuous Improvement: 

We believe in the power of growth and evolution. Through open communication and a culture of innovation, we continuously strive to enhance our business and adapt to changing landscapes.

 Goal-Oriented: 

We set clear objectives, remain disciplined in execution, and hold ourselves accountable for achieving measurable goals. Our focus is on driving results and making meaningful progress.

Integrity: 

We prioritize ethics in everything we do, ensuring that our actions are grounded in integrity and responsibility towards our planet, products, and people.

People-Centric: 

We value and respect every member of our team, fostering an environment where diversity is celebrated, contributions are recognized, and growth is encouraged.

Individual pay is determined through interviews and an assessment of several factors that that are unique to each candidate, including but not limited to, job-related skills, relevant education and experience, certifications, abilities of the candidate and pay relative to other team members. Our recruiters can share more information about our bonus program, benefits and equity during the hiring process. This job is also eligible for bonus/incentive pay.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation - no applicant will be penalized as a result of such a request.

About Pens.com

Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

To learn more, visit: www.PENS.com

Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).​