Customer Servcie Associate

CSA TS Client Services

Summary

This role is responsible for both ensuring excellent customer service-by efficiently responding to customer inquiries and maintaining high satisfaction through daily, cooperative interaction with customers, managers, and vendors in a high-visibility office environment-and for essential Business Center Support. This support involves maintaining efficient day-to-day office operations and facilitating client delivery by providing centralized, high-volume, and time-sensitive support across critical functions, including mail services, print operations, tax processing, records management, and general office services.

Key Responsibilities

Customer Service & General Operations

• Maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude.
• Interact daily with customers, service technicians, managers, and vendors, providing exceptional customer service.
• Perform an acceptable volume of work in a timely, efficient, and accurate manner, meeting or exceeding client expectations.
• Perform other duties as required and participate in cross-training for other functions.
• Manage physical locker and file drawer storage allocations, day locker management, and clean-outs.

Mail & Shipping Services

• Manage all inbound and outbound mail operations in compliance with client and carrier policies (USPS, UPS, FedEx, DHL).
• Process certified, overnight, and courier shipments, including mass mailings.
• Provide support for shipping label creation and package tracking.
• Manage postage meter operations, including reporting and maintenance.
• Oversee inventory and ordering of shipping supplies (boxes, envelopes, materials).
• Filter and forward incoming mail to centralized processing teams as required.

Print & Production Services

• Execute high-volume print production of firm deliverables in adherence to brand standards.
• Perform binding, finishing, folding, laminating, and presentation assembly.
• Conduct quality control review of all materials before delivery.
• Coordinate overflow or specialty print jobs with external vendors.
• Monitor printing equipment (including ensuring functionality and restocking paper) and coordinate service and maintenance.

Tax Processing Support

• Support tax return printing and assembly according to centralized standards.
• Monitor and process requests submitted via centralized system.
• Conduct quality reviews of assembled tax packages.
• Coordinate certified mail and shipping for tax documents.
• Manage supply inventory for tax production materials.
• Be available for overtime staffing during the busy season to meet high-volume demands.

Records Operations

• Manage records lifecycle in coordination with client protocols.
• Ensure same-day check-in of all new records into the system of record.
• Maintain strict chain-of-custody management for all records.
• Reconcile records shipped to and from local offices.
• Coordinate shipments to the Records Hub and reconcile subsequent shipments.
• Coordinate secure destruction of records.

Office Supplies & Inventory Management

• Manage office supply programs according to standardized ordering procedures; this includes managing inventory, setting par levels, and placing orders.
• Stock and maintain service hubs and general supply areas.
• Coordinate special order requests.
• Perform regular floor walks and compliance checks.
• Monitor and restock canteen and pantry areas.
• Coordinate shredding services.
• Manage and resolve facility-related requests through a centralized ticketing system.
• Operate peripheral equipment as needed.

Security, Access Badge Support

• Provide authorized badge services in accordance with security operating procedures, including urgent manual deactivations and badge recycling.
• Support onboarding timelines by ensuring timely badge delivery for new hires.
• Manage and execute separation clean-outs within 30 days of employee departure.

Safety and Physical Requirements

• Adhere to all safety procedures and demonstrate high levels of safety awareness.
• Notify supervisors of potential hazards and follow security and privacy policies to protect informational assets.
• Required to stand, walk, grasp, reach, and perform repetitive motions; may require twisting, bending, and climbing.
• May lift up to 25 lbs. frequently.
• Possess close vision and the ability to focus.
• Work in an office environment with occasional exposure to dust, dirt, toner, ink, and other environmental factors.

"The pay rate for this position starts at $17.00 - $21.00 / hr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered."

Required Skill Set

Qualifications:• High school diploma or equivalent (GED) preferred• Minimum of 2 years of experience in a customer service or technical support role, preferably in a technology-related industry.• Strong technical aptitude and proficiency with computer systems, software applications, and troubleshooting methodologies.• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to clients of varying technical backgrounds.• Proven ability to prioritize tasks, manage multiple priorities simultaneously, and work effectively under pressure in a fast-paced environment.• Exceptional problem-solving skills and a demonstrated ability to think analytically and creatively to resolve complex issues.• Customer-focused mindset with a passion for delivering exceptional service and building positive client relationships.• Willingness to work flexible hours, including evenings and weekends, to accommodate client needs and support team coverage.• Previous experience in a technical support role supporting software applications, hardware devices, or cloud-based solutions.• Lifting up to 50 pounds• Standing for long periods of time• Significant walkingJob Type: Full-time, TemporarySchedule: 7-hour shiftEducation: High school or equivalent (Preferred)Experience:Customer Service: 2 year (Preferred)Experience as a Site Representative and/or a minimum of 2 plus years demonstrated knowledge and experience in a related functional area.The pay rate for this position starts at $19hr; however, the base pay rate offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.

EEOC Disclaimer

XBP Global is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, creed, religion, national origin, ancestry, citizenship status, age, disability, sex/gender, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law. EOE/Minorities/Females/Veterans/Disabled