Customer Service Technical Specialist
Location: US, NY, New York
Employment type: Full-time
Required experience: Entry level
Required education: High School or equivalent
Industry: Facilities Services
Function: Customer Service
Company profile: Novitex Enterprise Solutions, formerly Pitney Bowes Management Services, delivers innovative document and communications management solutions that help companies around the world drive business process efficiencies, increase productivity, reduce costs and improve customer satisfaction. For almost 30 years, clients have turned to us to integrate and optimize their enterprise-wide business processes to empower employees, increase productivity and maximize results. As a trusted partner, we continually focus on delivering secure, technology-enabled document and communications solutions that improve our clients' work processes, enhance their customer interactions and drive growth.
Description: The Customer Service Technical Specialist will be based in our New York, NY client location. The right candidate will be an integral part of our talented team, supporting our continued growth. Responsibilities:Coordinate and supervise a team of  five employeesBalance workload; provide guidance and direction to team; serve as focal point for communication with customer and company personnelIdentify objective data and enter ("key what you see") at a high level of productivity and accuracyPerform data entry task from a paper and/or document imageUtilize system functions to perform data look-up and validationPerform entry of data presented in structured forms, correspondence text or presented out of context in character stringsPerform document image quality validation, including document type confirmation and verification of image quality and clarityIdentify, classify and sort documents by assigning document types within the data entry applicationPrep documents for scanning to include; separate document by type, separate multiple page documents from single page documents, ensure all paper clips, staples and other fasteners are removed, and sort individual document types by size of the document and make copies as necessaryScan/Image to include; scan documents, ensure each document is scanned, interact with scanning software to indicate when a batch is complete, perform quality assurance and review images, perform quality assurance of documents that have been flagged by the system, and complete Productivity Sheet to track project progress and provide numbers for billing purposesHandle time-sensitive informationHandle confidential informationPerform duties and special requests as assigned by team leader and managerEnsure operating and quality standards are met based on service objectivesMaintain accuracy of required reports, logs and measurementsEnsure the highest levels of customer careIdentify and refer sales-cues leading to potential add-on businessEnsure adherence to business guidelines, safety & security proceduresSupport financial results by minimizing site waste and reworkCross-train in other areas as required
Requirements: Qualifications:Minimum of 6 months customer service related experience requiredExperience Supervising a team of employees, preferrably in a legal environmentExperience performing data entry, word processing, remittance processing or related functionsProficient Keyboarding skills required - 7,000 keystrokes per hour alphanumeric, 12,000 keystrokes per hour numeric, with high accuracy levelsExperience with IPRO, Imaging, and batch print requiredStrong computer proficiency and work experience in email and Microsoft Windows environments is requiredAbility to communicate effectively both in verbal and written formAbility to effectively work individually or in a team environmentAbility to handle multiple projects simultaneouslyAbility to adapt to change in a fast-growing production environmentStrong organizational and administrative skillsDemonstrated ability to show initiative and accept ownership of projectsAbility to use problem-solving skills in order to resolve client issuesAbility to meet employer's attendance policyAbility to lift and/or move items weighing up to 50 pounds or the maximum allowed by current State Law with or without accommodationsAbility to sit, stand, and/or walk for long periods of time with or without accommodationsHighschool Diploma or Equivalent required
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