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Account Associate Tier 3-25303

Toronto, ON
Customer Service - Print & Mail Associate
The client facing print operator must be an organized and energetic individual with exceptional customer service abilities. Will require to manage a large volume of print and finishing with tight deadlines for a large insurance company. Computer and problem solving skills are a must.

• job intake through email, phone or in person
• multitask with color, b&w print and finishing equipment
• schedule print work to meet deadlines and able to change as required
• maintain equipment in working condition: call for service, replace toner and other consumables
• keep and organized and tidy print shop
• communicate with customers if there are issues with jobs
• knowledge of print in order to make suggestions on best way to produce items for customers
• process couriers and outgoing Canada Post
• tracking information on print work as required

• Strong computer skills
• Technically inclined
• Willingness to learn and be part of a team
• Ability to adapt and learn new procedures

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 3 - High volume print production digital devices (black & white / colour), complex equipment care

ESSENTIAL DUTIES: The following describes the main job duties by work area for the XS Account Associate Tier 3 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.
• 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
• Coordinate the print job intake process, prioritizing and assigning jobs
Print Production
• Coordinate the print job intake process, prioritizing and assigning jobs
• Operate production printers and copiers, configure settings, manage job queues, process files, print jobs, scan materials and select appropriate output formats per client requirements
• Retrieve, re-purpose and re-print archived documents
• Track and archive digital client jobs as required for re-printing
• Use functions such as: multi-up, booklet making
• Perform basic pre-flight checking and error correction of files
• Validate or adjust the layout and imposition of files
• Maintain colour matching to client standards or requirements
• Perform colour calibration using densitometers and perform colour adjustments
• Prioritize, schedule and execute document workflow process activities (prepress to delivery)
• Record meter reads, process production forms and maintain records
Equipment Care
• Load print drivers for clients / Enter IP addresses, user access levels
• Maintain log of all activities including on-site parts inventory for fleet equipment
• Carry out first level repair utilizing basic technical and/or electrical skills, escalating in accordance with agreed procedures for next level maintenance and technical support on client fleet equipment
• Interface with  and third party customer service organizations to collaboratively ensure high levels of customer satisfaction
• Complete and maintain all logs and reports including month-end reports
• Input Meridian (billing system) requisitions
• Order and replenish consumables, forms inventory and other supplies items as required. May include monitoring and managing inventory of production printer consumables and specific stock to support client print job requirements
Front Counter
• Support site continuous improvement programs including 5S, a site efficiency methodology

• 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
• Effective organizational skills
• Read and comprehend technical trouble shooting (fault codes, image quality) procedures
• Service or Document management industry work experience operating high volume, networked systems
Knowledge of and working skills with principles of colour theory, colour calibration process and instrument

• High School Diploma or equivalent certification
• Health and safety certification (WHMIS)
• Experience in customer facing role / customer service role (2-3 years’ experience)
• Operation of PC Applications in a networked environment

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