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Account Associate Tier 2-25125

Prince Georgia, BC
POSITION CONCEPT:
This is a PART TIME position and works as part of the service delivery team that is aligned to one or more customers. He/she will have a focus on the following:
• Delivery of service that meets the Service Level Agreements and delights the customer
• Supporting the achievement of productivity improvements
• Contributing to service transformation and business growth

SCOPE: The work undertaken by the role holder is completed in line with the Service Level Agreements and Statements of Work relevant for the customer.
Overview of Tier Responsibilities: These positions will have primary or secondary responsibility in any of the services within their tier. They will be responsible for delivering high standards of quality service. A high level overview of the major responsibilities for each level is as follows: Tier 2 - Mail inserters, complex document finishing, basic digital print (black & white/colour), equipment care, client facing reception, records management, inventory management

ESSENTIAL DUTIES: The following describes the main job duties by work area for the XS Account Associate Tier 2 Profile. Duties for a specific role may include - but are not limited to - these duties. Specific roles may also include duties from other tiers as a portion of their duties.
GENERAL
• Ensure customer issues and escalations are resolved or further escalated as appropriate
• Conduct quality checks on own work to ensure accuracy and required output is to standards
• Adhere to all safety procedures
• Perform backfill duties for absent coworkers
• Perform other duties as assigned by Manager Office

• Finishing Responsibilities
Set up and operate various specialized finishing equipment and machines that cut, fold, gather and finish brochures, magazines, books, business forms and other printed material
Operate binding equipment (e.g. paper cutters, inserter, laminating, and hole punchers)
Perform maintenance and repair to maximize customer uptime
Equipment Care
• Carry out regular preventative maintenance checks on client fleet of machines
• Order and replenish fleet consumables as required
REQUIRED SKILLS:
• Proven ability to work under pressure handling multiple tasks to ensure timely completion of all activities
• Able to listen and communicate effectively
• Able to read, write and follow basic English instructions
• Ability to lift and move up to 50 pounds
• Basic math skills (add, multiply, divide)
• Basic computer skills (keyboard, mouse functions)
• Excellent communication and Customer service skills
• Possess a valid driver’s license (as required)
• Reliable, dependable transportation (as required)
• Effective organizational skills
• Mechanical trouble-shooting and repair skills
• vocational or technical certificate in computer / network skills
EDUCATION/EXPERIENCE:
• High School Diploma or equivalent certification
• Health and safety certification (WHMIS)
• Experience in customer facing role / customer service role (1-2 years’ experience)
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