Customer and Ops Specialist

Century Linen & Uniform is seeking a Customer Service Operations Specialist for our flagship facility in Johnstown, NY 

Hours: 8:00am - 4:30pm M-F 

Location: 125 Balzano Dr. Johnstown, NY 12095

Job Summary:

Performs as the front line in the Century Linen customer care organization. Handles phone calls, voicemails and emails from external and internal customers across Century Linen. Provides administrative support to plant leadership.

Essential Job Duties and Responsibilities:

• Consistently delivers on Century Linen customer experience strategy by accepting ownership for customer cases and delivering an experience in alignment with the established service vision, standards and values for all Century Linen customers.
• Consistently delivers exceptional customer experience while handling calls, emails and messages from all Century Linen customers. This includes clarifying customer issue, researching, locating and providing resolution by working with plant personnel and/or properly escalating cases.
• Works toward speedy resolution of all escalated/open cases in the plant you reside in and cases you opened.
• Supports CRMs by entering customer visit details into salesforce.com.
• Adheres to customer care policies and quality requirements.
• Maintains customer database by entering and/or updating customer and case information.
• Embraces continuous learning and keeps updated as products, processes and policies evolve.
• Keeps department specific equipment in working order by following established procedures and reporting malfunctions.
• Provide administrative support to the plant, to include, but is not limited to: safety, petty cash, reception, and general administrative support to plant management.
• Perform other tasks as assigned by manager

Supervisory Responsibilities:

N/A

Travel Required:

N/A

Physical Requirements:

The position requires considerable sitting, typing and the ability to move objects of less than 25 pounds.

Work Environment:

The working environment is indoors and is seasonally heated and cooled with minimal noise levels. The

position requires the ability to communicate in person, telephonically and via email.

Minimum Qualifications:

• Three years’ previous customer service experience
• Ability to multi-task
• Accuracy in data entry
• Strong Computer Skills 
• Ability to interact with Management and Workforce regarding orders and requirements. 
• Strong technology and verbal communication skills

Preferred Qualifications:

• Bachelor’s degree
• Previous call center experience
• Experience with Salesforce.com
• Bilingual Spanish (fluency verbal and written)