PhotoCake Call Center Representative

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    "requisitionDescription": "<div><div><div><div><div><div><div><div><div><link href=\"https://static.workforcenow.adp.com/mas/mdf-components/25.23.21/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\">&nbsp;<link href=\"https://static.workforcenow.adp.com/mas/mdf-components/25.23.21/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\">Hybrid opportunity with flexibility to work from home! Does require Minnesota residency. <link href=\"https://static.workforcenow.adp.com/mas/mdf-components/25.10.27/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\"><div><link href=\"https://static.workforcenow.adp.com/mas/mdf-components/25.6.13/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\"><div class=\"fr-view\"><div><link href=\"https://static.workforcenow.adp.com/mas/mdf-components/25.6.13/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\">&nbsp;<link href=\"https://static.workforcenow.adp.com/mas/mdf-components/25.6.13/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\"><link href=\"https://static.workforcenow.adp.com/mas/mdf-components/24.41.14/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\"><div class=\"fr-view\"><div><div><em><u><span style='font-size:13px;font-family:\"Arial\",sans-serif;font-weight:normal;'>Summary:</span></u></em><h1 style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><span style='font-size:13px;font-family:\"Arial\",sans-serif;font-weight:normal;'>The PhotoCake Call Center Representative provides outstanding support and customer service on DecoPac PhotoCake products and solutions to bakeries. This involves performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, resolving username and password problems and assisting with navigating websites and applications. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.</span></h1><h1 style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><br></h1><h1 style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><u><span style='font-size:13px;font-family:\"Arial\",sans-serif;font-weight:normal;'>Responsibility</span></u><span style='font-size:13px;font-family:\"Arial\",sans-serif;font-weight:normal;'>:</span></h1><ul style=\"list-style-type: disc;margin-left: 0.25in;\"><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Provide support via phone, email and internet as required 40+ hours per week.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Able to work a shift pattern, Monday to Friday, 10:15am-7:00pm (day off during week to be determined) and Saturday 7am-2pm.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Verify and log customer information in the p8 as per defined standards.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Resolve customer questions and concerns efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Determine and test scenarios to reproduce user errors.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Receive and process product requests.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Escalate calls to high level or team leads for resolution if needed.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Comply to established goals for performance.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Exhibit and maintain high standards of customer service.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Become familiar with how product can help our customers succeed.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Process System installation and training, and provide phone installation and training.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Set-up new customer accounts.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Assist with product and component testing as directed.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Stay current with system information, changes and updates as communicated.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Work collaboratively as a part of a team to solve complex technical issues.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Report any food safety concerns to Supervisor for resolution, including a food package that is open to the food for any reason.</span></li><li><span style='font-family:\"Arial\",sans-serif;'>Other duties as assigned</span></li></ul><h1 style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><u><span style='font-size:13px;font-family:\"Arial\",sans-serif;'><br></span></u><u><span style='font-size:13px;font-family:\"Arial\",sans-serif;font-weight:normal;'>Qualifications:</span></u></h1><ul style=\"list-style-type: disc;margin-left: 0.25in;\"><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>High school diploma, GED, or equivalent, with a minimum of 3 years providing phone, helpdesk support or customer service.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Knowledge and experience of customer service practices.</span></li><li><span style=\"font-size:13px;\">Strong knowledge of software applications including spreadsheet (Microsoft Excel), word processing (Microsoft Word), presentations (Microsoft PowerPoint) and e-mail (Microsoft Outlook)&nbsp;</span></li><li><span style=\"font-size:13px;\">Experience troubleshooting and testing devices and applications based on Android, iOS, and other operating systems.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Experience supporting &ldquo;inkjet&rdquo; based printing products a plus.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>IBM System (AS/400) experience is a plus.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Understanding of PCs including, major browsers (IE, FF, Safari, Chrome) and other web-based applications.</span></li><li><span style=\"font-size:13px;\">Experience using CRM (Customer Relationship Management) software or similar.&nbsp;</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Bilingual Spanish is highly preferred.</span></li></ul><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:.75in;line-height:normal;font-size:15px;font-family:\"Calibri\",sans-serif;'><span style='font-size:13px;font-family:\"Arial\",sans-serif;'>&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:10.0pt;margin-left:.5in;line-height:normal;font-size:15px;font-family:\"Calibri\",sans-serif;margin:0in;'><u><span style='font-size:13px;font-family:\"Arial\",sans-serif;'>Key Competencies:</span></u></p><ul style=\"list-style-type: disc;margin-left: 0.25in;\"><li><span style='font-family:\"Arial\",sans-serif;'>Must be able to type at least 30 wpm.</span></li><li><span style='font-family:\"Arial\",sans-serif;'>Must be able to function well in a team environment.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Ability to learn and retain new information and concepts quickly and diagnose and solve problems.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Multi-tasking capabilities with meticulous attention to detail.</span></li><li><span style='font-family:\"Arial\",sans-serif;font-size:13px;'>Exemplary attendance and punctuality.</span></li><li><span style='font-family:\"Arial\",sans-serif;'>Strong interpersonal skills with the ability to relate to customers, peers, and management.</span></li><li><span style='font-family:\"Arial\",sans-serif;'>Ability to exhibit poise, composure and confidence when confronting stressful or high-pressure situations.</span></li><li><span style='font-family:\"Arial\",sans-serif;'>Effective verbal and written communication skills.</span></li><li><span style='font-family:\"Arial\",sans-serif;'>Attention to detail.</span></li></ul><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;text-align:left;font-size:13px;font-family:\"Arial Narrow\",sans-serif;'><span style='font-family:\"Arial\",sans-serif;'>&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;text-align:left;font-size:13px;font-family:\"Arial Narrow\",sans-serif;'><span style='font-family:\"Arial\",sans-serif;'>&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;text-align:left;font-size:13px;font-family:\"Arial Narrow\",sans-serif;'><u><span style='font-family:\"Arial\",sans-serif;'>Physical and Mental Demands:</span></u></p><p style='margin-top:6.0pt;margin-right:0in;margin-bottom:0in;margin-left:0in;font-size:13px;font-family:\"Arial\",sans-serif;'>While performing the duties of this job, the employee is frequently required to sit, talk and/or hear, and/or use hands to fingers, handle, or touch objects, tools, or controls. &nbsp; The employee is occasionally required to stand, and/or walk. &nbsp;The employee must occasionally lift and/or move up to 10 pounds while moving files or small packages. &nbsp;Specific vision abilities required by this job include close vision and the ability to adjust focus. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. Mental Demands consist of frequently interpret data, make decisions, organize, problem solve, and time management.</p><p style='margin-top:6.0pt;margin-right:0in;margin-bottom:0in;margin-left:0in;font-size:13px;font-family:\"Arial\",sans-serif;'><br></p><p id=\"isPasted\">All full time employees working an average of thirty (30) hours or more will be eligible to enroll in a comprehensive benefit package.</p><p>DecoPac, Inc. is committed to providing equal employment opportunity to all applicants and employees according to all applicable laws, directives and regulations of federal, state, and local governing bodies and agencies. In keeping with this commitment, DecoPac, Inc. will recruit, hire, train and promote persons in all job titles, without regard to race, color, creed, religion, sex (including factors related to pregnancy or child birth), national origin, age, marital status, familial status, disability, sexual orientation, gender identity status with regard to public assistance, employment status, local human rights commission activity, status as a protected veteran, genetic information, atypical hereditary cellular or blood trait, or any other protected category.</p></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div>\n",
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