Customer Service Specialist

Boston Document Systems (BDS) redefines today’s office with highly innovative and cutting-edge equipment solutions that maximize printing, copying and document production efficiencies for clients nationwide. We have redefined preventive maintenance and how to maximize system uptime incorporating unique hardware/software solutions creating an unbeatable new level of reliability, service, diagnostics, and repair. Our market presence is defined and our strategies uniquely optimal with tremendous momentum. 

The Opportunity

BDS is seeking a Customer Service Specialist to join our dynamic team. In this role, you will represent BDS while effectively addressing our customers' service and supply needs. You will take charge of incoming calls from customers looking to connect with service technicians or order supplies for their office equipment. Additionally, you will proactively update customers on the estimated arrival times for technicians and incoming parts, ensuring seamless communication and support.

Candidates will need proven ability to thrive in a fast-paced environment and demonstrate outstanding phone support skills, clear communication, exceptional organizational abilities, and meticulous attention to detail. If you are ready to take on this challenge and make a real impact, we want to hear from you!

This role is largely remote but may require in office work for training, team meetings, company meetings or any other work purpose determined to be in person. 

Your Impact at BDS

• Collaborate closely with the Customer Service Team to log, manage, and respond to customer support needs.
• Process incoming requests from customers for supplies, support, and service.
• Respond to client inquiries through customized email communications and develop strategies to address each client's unique needs and requests. 
• Maintain detailed records of incoming service requests by logging contact names, phone numbers, email addresses, and specific notes regarding their needs.
• Work with BDS field technical staff on-site for service repair, scheduling on-site visits, and remote technical support for clients and technicians. 
• Schedule and monitor service dispatch calls with third-party technicians across the USA.
• Support quality improvement initiatives.
• Achieve the goals, initiatives, and expectations established by management.

 What You will Need to be Successful

• Experience working within a customer support department supporting clients' technical needs such as office equipment repair, IT, manufacturing equipment, service-based business, or related industry preferred but not required.
• High school diploma or equivalent required, associate or bachelor's degree preferred
• Excellent communication skills 
• A strong attention to detail and highly efficient organizational skills.
• Ability to collaborate effectively with clients, team members, and management.
• Excellent listening skills
• Efficient phone skills
• Strong systems skills including Excel, Microsoft Office
• Strong email and writing skills
• Proven experience working within a busy incoming call center supporting business client needs.
• 3+ years of experience as a customer service representative within a call center or equivalent environment is preferred.

Work Environment

Hybrid/Remote - This role is largely remote but may require in office work for training, team meetings, company meetings or any other work purpose determined to be in person. 

Physical Demands

Sitting, standing, walking, light lifting, carrying, reaching, pushing, and pulling. Ability to sit and stand for prolonged periods to perform computer and telephone-based tasks. Must be able to operate a computer, telephone and keyboard. Close vision requirements due to computer work.

What BDS Brings to the Table

• Competitive compensation -commensurate with experience
• Medical, vision, dental 
• Supplemental Insurance options 
• Pet Insurance & Legal plan coverage options
• Generous paid time off (PTO) program
• Employer paid Life Insurance
• 401(k) plan with company match
• Professional development
• Company Outings and Events

Company Website: Bdsdoc.com

This job posting is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice. 

Our company believes that a team with diverse talents and experience helps us deliver high quality, creative, and innovative services to our clients and fellow employees. 

We are committed to recruiting and retaining a workforce where all feel safe and valued, the uniqueness of every individual is respected, all are encouraged to participate and contribute, and all have equal access to opportunities. 

Boston Document Systems is an equal opportunity employer.