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    "requisitionDescription": "<div><div><div><div><div><div><div><p data-pasted=\"true\">Orbus, a leading and highly successful visual communications builder and designer of hardware and graphics for the exhibit and display industry, is seeking a Customer Support Associate to join our dynamic team. This is an excellent opportunity for someone looking to grow and advance their career in a stable, long-term position.</p><p>We are an aggressively growing company and value individuals who are ready to mature and develop alongside our business&mdash;and who want to be recognized and rewarded for their positive contributions.</p><p data-pasted=\"true\">The Customer Support Associate is a key ambassador of Orbus, responsible for delivering exceptional customer experience at every touchpoint. This role ensures that all customer interactions are handled professionally, accurately, and in alignment with our Customer Promise: &ldquo;You&rsquo;ll love doing business with us.&rdquo;</p><p>The ideal candidate is highly organized, personable, and thrives in a fast-paced environment. This individual enjoys multitasking, is flexible in adapting to changing priorities, and manages time efficiently while maintaining attention to detail.</p><p><strong>This is an on-site position.</strong></p><p data-pasted=\"true\">Starting pay is $18.00 per hour with potential for $20.00 after 90 days</p><p><strong>We strongly encourage applications from recent graduates. This is a great opportunity to gain hands-on experience, develop your skills, and grow your career with us.</strong></p><p><strong><span style=\"font-size: 14px;\">Key Responsibilities</span></strong></p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>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</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Provide assistance with customer inquiries including, but not limited to, quotes, order placement, order changes, product questions, pricing, and general account support</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Accurately enter, update, and manage customer orders and order changes, ensuring completeness, correctness, and adherence to internal processes and timelines</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>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</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Manage customer cases from initial inquiry through resolution, ensuring timely follow-up and clear communication throughout the process</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Proactively communicate with customers regarding order status, updates, promotions, and relevant marketing messages to enhance engagement and overall customer satisfaction</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Collaborate with internal teams to resolve issues efficiently and support seamless order fulfillment</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Maintain organized, accurate customer and order records within internal systems</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Consistently delivers excellent customer experience by providing prompt, courteous, and solutions-oriented responses aligned with our Customer Promise</p><p><br></p><p><strong><span style=\"font-size: 16px;\">Traits &amp; Role Requirements</span></strong></p><p><strong>Organization &amp; Multitasking</strong></p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>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</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Completes all assigned work, including orders and cases, prior to the end of each workday to support customer expectations and on-time manufacturing</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Effectively multitasks and prioritizes workload in a fast-paced environment while maintaining accuracy and attention to detail</p><p><strong>Time Management &amp; Availability</strong></p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Maintains availability in Ring Central for direct calls and transfers, including:</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Achieving a call answer rate KPI of 80% or higher</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Accepting calls from the queue as required</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>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</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Works overtime only when approved in advance; additional overtime may be required during peak seasons as communicated by a manager or supervisor</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Manages unplanned PTO to no more than six occurrences within a rolling 12-month period</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>PTO requests submitted at least 48 business hours in advance are considered planned; two weeks&rsquo; notice is strongly encouraged</p><p><strong>Learning &amp; Engagement</strong></p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Actively participates in all required training</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Takes ownership of ongoing learning by asking questions, taking notes, and requesting additional training when needed</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Applies new knowledge quickly to improve performance and customer experience</p><p><strong>Quality, Accuracy &amp; Proactive Go-to-Market Reinforcement</strong></p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Consistently delivers high-quality work, maintaining a case error rate KPI of 0.25% or better</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Demonstrates accountability and attention to detail in all customer interactions and system entries</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>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&nbsp;</p><p><br></p><p><strong>Daily Responsibilities</strong></p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Customer Communication &amp; Support</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Order Processing &amp; Changes</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Quotes &amp; Value Positioning</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Returns &amp; Service Resolution</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Digital Enablement &amp; Self-Service Guidance + Proactive Outreach &amp; Engagement&nbsp;</p><p><br></p><p><strong>Education &amp; Qualifications</strong></p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>While we value formal education, we also recognize that the skills needed to succeed in Customer Success are often built through hands-on experience. Our Customer Success Representatives have a high school diploma or equivalent, and many candidates also bring additional education such as an associate&rsquo;s or bachelor&rsquo;s degree.</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>A college degree is not required for this role, but is a plus.&nbsp;</p><p><br></p><p>Ultimately, we are looking for someone who brings the right mix of communication skills, organization, problem-solving ability, and a customer-first mindset.&nbsp;</p><p><br></p><p style=\"white-space: normal;\" data-pasted=\"true\"><span style=\"white-space: pre-wrap;\">As part of our hiring process, we ask all interested candidates to complete our Culture Index survey using the link below. There are no right or wrong answers. Your responses help us understand your natural work style, preferences, and strengths so we can create the best possible fit.</span></p><p style=\"white-space: normal;\"><span style=\"white-space: pre-wrap;\">Survey link: <span tabindex=\"0\" data-url=\"https://surveys.cultureindex.com/s/T3R6E8L27J/66696\" style=\"white-space: pre-wrap;\"><a target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://surveys.cultureindex.com/s/T3R6E8L27J/66696\">https://surveys.cultureindex.com/s/T3R6E8L27J/66696</a></span></span></p></div></div></div></div></div></div></div>\n",
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