Client Service II Representative- Mailroom (2nd Shift)

Job ID: #PM19. Full-time on-site position.

About the Role

This is a customer-facing role requiring compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures. The role involves managing site operations, overseeing workflow, and ensuring high standards of customer service. Responsibilities may include Copy/Print Production, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, or File Room/Records File Services based on the assigned location.

Responsibilities

• Promptly inform supervisor of potential problems or customer concerns.
• Review and respond to management and client requests via email, phone, text, or in person.
• Provide excellent customer service.
• Contribute to the creation and maintenance of the Site Procedure Guide to ensure all account processes are properly recorded.
• Oversee workflow and job balance between staff to ensure tasks are completed within account SLA requirements.
• Communicate and train the team on changes to workflow or procedures.
• Manage daily and monthly records of service activity.
• Serve as the main point of contact for the client regarding daily activity and participate in client meetings.
• Attend cross-functional trainings to provide coverage when short-staffed.
• Perform duties related to Mail/Courier Services, including:
  • Prompt and accurate receiving, sorting, delivery, pick-up, and processing of all courier items, interoffice mail, newspapers, magazines, and all classes of USPS mail.
  • Track courier and accountable items (FedEx, UPS, Certified Mail, etc.).
  • Research and route unidentified and generic mail.
  • Receive, log, deliver, and track messenger items.
  • Respond to customer requests.
  • Perform routine upkeep of equipment.
  • Record and track customer inquiries and fulfillment of requests.
• Site responsibility and location of coverage may change based on client and/or division needs.

Requirements

• High School Diploma, GED, or equivalent experience required.
• 1 to 2 years of related experience.
• Prior experience in a customer service environment.
• Good computer skills and technical knowledge.
• Ability to multitask and prioritize to meet deadlines.
• Strong customer service and communication skills.
• Ability to work with minimal supervision.
• Ability to work overtime as needed.
• Required to obtain security and/or other clearances to enter customer premises.
• May require driving between multiple client locations; a valid driver’s license and acceptable driving record may be necessary.
• Ability to lift up to 50 lbs.
• Ability to spend extended periods standing, bending, walking, reaching, and pulling.

Pay

$17.20 - $23.37 hourly.

Benefits

• Competitive compensation package including medical, dental, vision, and 401(k) Savings Plan.
• Discretionary profit sharing and success sharing.
• Educational assistance and recognition programs.
• Vacation and paid time off.
• Employee referral bonus.
• Employee discounts.
• “Dress for Your Day” attire program (casual attire allowed based on job function).
• Volunteer opportunities to give back to the local community.
• Canon welcome kit and official merchandise.