Print Production Account Support Representative

The Print Production Customer Service Representative leads the daily work functions for service delivery for HCA Healthcare Enterprise. The ideal candidate will have a minimum of 5+ years relevant experience - Experience with an extensive array of network color printers and Digital Front Ends, experienced with advanced principles of color theory, color calibration process and instruments, color management, gamuts, and ICC color profiling.

The objective of the position is to drive superior customer service by demonstrating & executing the external communication strategy to articulate the value and capability of the solutions and support the strategy. The objective of the position is to drive superior customer service through participation and coordination, with an on-site team (4 employees or greater), of workflow and team activities to meet the contracted service levels. The role will interact with internal account team members (sales & operations, and 3rd party) to ensure the team supports account strategies and initiatives.

The CSR has the responsibility to support the implementation of the different workflow initiatives as well as coordinate deliverables & reporting internally and externally with the customer, account team, and 3rd party providers. Key components of success include SLA achievement, client satisfaction and retention, teamwork (internally & externally), and a closed-loop communication process. The main focal point for daily customer communications and escalations.

MAIN RESPONSIBILITIES :

• Manage communications for jobs in progress, any special requests, and working with production on timelines with customer / 3rd party vendors.
• The Customer Service Representative will act as the first point of contact, focused on supporting a specified customer base for all project discussions, job inquiries, and vendor support. Additionally focuses on improving customer experience and awareness of clients’ needs.
• Develop a community of practice.
• Shifts may vary based on geography.
• Communicate with day-to-day account key contacts and 3rd Party providers (i.e. service, 3rd party vendors, etc.).
• Record all incidents that occur inside the operation associated with solutions to ensure the Timeliness SLA is met. Response expectation within 1-4 hrs.
• Participation in quality & procedures’ improvement initiatives.
• Develop a coverage plan for back-up as required.
• Awareness of all contracted SLAs is consistently achieved and tracked.
• Coordinates employee customer training (order, tracking process).
• Implements and supports Critical Processes such as Client Accounts Procedures Manual (CAPM) via the Global Services Delivery Model.
• Build & update WebCRD catalogue for assigned Division during the onboarding process and as client requests, to include edited or new catalogue items.
• Become proficient with online Tools (WebCRD, ODNet, etc.).
• Communicate rejected file issues via online tools with 1-2 hours of notifications.
• Vend custom jobs per Division, per customer requirements & track – Client order tracking included; report monthly to Vend Coordinator.
• Workload balance with team members – i.e., when load has dropped, reach out to Site Coordinator / team to offer support.

EXPERIENCE :

EDUCATION : Minimum High School diploma or equivalent.

EDUCATION VERIFICATION : Yes