Customer Experience Team Associate

Seeking an experienced professional who will provide our customers and dealers with exceptional service at every touchpoint with the ultimate goal of first contact resolution.

• Provide first contact resolution by becoming informed and knowledgeable on all dealer and customer centric processes to avoid transferring calls
• Respond to general account support inquires related to the rental of equipment, invoices, statements, and payment information
• Document the caller, purpose, and resolution of each call, including clear notes on the customer card, as required
• Use multiple electronic platforms such as web or chat programs to professionally interact with other teammates, customers, and dealers
• Process customer and dealer payments for equipment rental, sales, and supplies
• Provide assistance with postage account set up, payments, and balances
• Assist customers and dealers with technical questions such as postage equipment/software set-up, use, trouble shooting, and exchanges
• Accurate and timely entry of orders such as supplies, rental equipment contracts, and leased equipment contracts
• Provide shipping/tracking information as requested
• Become familiar with details of new customer and dealer promotions/marketing programs and encourage participation through education
• Complete ongoing training sessions for operational processes, technical product support, and any other subjects related to the position
• Utilize and follow instructions of all customer support tools and documentation
• Research and resolve customer complaints to ensure customer retention and satisfaction
• Perform a variety of related administrative functions
• Be familiar with standard FP pricing, policies, and procedures
• Provides supervisor with feedback or suggestions to improve the customer experience
• Works as a part of a team. Seeking help and helping others as needed
• Interacts frequently with all departments including finance, credit operations, warehouse, sales, and technical support regarding contracts and orders

Requires a high school degree or equivalent, 1 or more years in a detail oriented Customer Service role. Some college is preferred.

• A very strong customer focus
• Extremely professional written and verbal communication skills
• Meticulous attention to detail
• Ability and desire to learn new processes and procedures
• Ability to multi-task (phones, computer, web, chat, email)
• Excellent problem solving, time management and organizational skills
• Basic understanding or ability to learn use of Ethernet/High Speed Internet technology and connectivity
• Ability to learn and provide assistance in basic technical support
• Dependable, report to work on time as expected
• Enjoys working in a team environment with a common goal

To perform this job successfully, an individual should have accurate and efficient alpha-numeric data entry skills and proficiency working with Microsoft Word, Excel, and Windows based applications. Strong ability to multi-task between different operating systems, web site, chat service, and other electronic platforms. Knowledge of Navision is a plus.

FP offers competitive pay along with a great employee benefits package that includes comprehensive medical, dental, vision, life, AD&D, short- and long-term disability, and vision insurance; 401-K; tuition reimbursement; and a generous paid vacation, personal, and holiday package.

If you are seeking a new position in a fast-paced, challenging, high-growth (and fun!) environment and feel that you have the qualifications and background to contribute to the continuing success of FP – at the corporate level or the dealer level – we would love to hear from you. EEOC/M/F/D/V.

If you need help applying, please email HR@fp-usa.com.