Group O

Field Engineer

• Perform installations, routine maintenance, and emergency repairs at client locations.
• Troubleshoot hardware, software, and mechanical/electrical issues to identify root causes.
• Determine necessary parts, repairs and maintenance to resolve machine problems.
• Collaborate with the Service Coordinator to provide timely parts quotations and service estimates.
• Build positive relationships with external and internal customers, explain repairs, and teach clients how to properly use and care for their equipment.
• Proactively review machine documentation prior to deployment to properly plan necessary tools, software and necessary resources.
• Submit accurate service reports and track use of stock parts correctly.
• Collaborate with packaging sales representatives to test packaging materials and recommend machine settings that optimize materials usage/performance at customer facilities.
• Complete OEM training as required.
• Follow all OSHA standards, machine safety documentation, client and company safety protocols.

Field Service Technician

Customer Support

• Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support.
• Listen actively to customer concerns, identify the root cause of their issues, and work diligently to resolve problems to the customer's satisfaction.
• Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism in all interactions.
• Maintain a thorough understanding of the company's products, services, features, pricing, and promotions.
• Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information.
• Accurately record all customer interactions, inquiries, and resolutions in the appropriate systems or databases.

Bilingual Customer Service Representative

• Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support. Provide prompt, courteous, and accurate responses to meet their needs.
• Listen actively to customer concerns, identify the root cause of their issues, and work diligently to resolve problems to the customer's satisfaction. Utilize available resources, tools, and knowledge bases to troubleshoot and address inquiries effectively.
• Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism in all interactions. Tailor responses to meet the unique needs and preferences of each customer.
• Maintain a thorough understanding of the company's products, services, features, pricing, and promotions. Continuously update knowledge through training sessions, documentation review, and communication with internal teams.
• Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information. Follow established procedures for order entry, verification, and fulfillment to ensure accuracy and efficiency.
• Accurately record all customer interactions, inquiries, and resolutions in the appropriate systems or databases. Generate reports or summaries as required to track performance metrics, trends, and customer feedback.
• Collaborate with other departments, such as sales, marketing, and technical support, to address customer inquiries that require specialized expertise or escalation. Communicate effectively with team members to coordinate efforts and provide seamless support to customers.
• Proactively identify opportunities to enhance processes, procedures, and service delivery methods to improve the overall customer experience. Provide feedback and suggestions for optimizing workflows, tools, or training programs.

Customer Service Representative

Manager

• Serve as the primary POC for internal stakeholders and external agency partners for specified projects, fostering strong cross-functional relationships across various stakeholders to align creative strategy with business objectives and KPIs while setting realistic expectations, ensuring clear communication and accountability
• Manage end-to-end current customer creative campaigns, including:
• Analyze briefs and determine creative tactic requirements to kickoff agency
• Ensure agency adherence to briefs and expectations
• Create, manage, and approve project schedules, ensuring necessary timing requirements
• Review/approve creative designs and messaging
• Articulate well-reasoned creative options during reviews
• Lead creative presentations to senior leadership with a key understanding of campaign objectives
• Consolidate and communicate feedback to agencies
• Ensure quality control throughout the project lifecycle, serving as the final QC point person
• Oversee final delivery within budget and specifications
• Maintain project documentation:
• Archive campaigns and track historical data
• Monitor rights expirations and renewals
• Document and communicate post-campaign learnings
• Manage individual project budgets established by SOWs while proactively resolving campaign issues and identifying and implementing process improvements and best practices to ensure projects are delivered on time and on budget

Lead Advertising and Creative Services Manager

IT Support

• Responsible for overseeing all call center IT support for all Group O call center locations as well as at-home agents
• Manage onboarding of all system related tasks for new programs and clients
• Manage onboarding of all new technology
• Manage day-to-day activities of CC IT Techs
• Assess and recommend the need for all call center computer equipment
• Research and recommend new call center technologies
• Coordinate 3rd party access permissions to accounts
• Coordinate with corporate IT for resolutions for any issues
• Coordinate and manage system vendor relationships
• Troubleshoot any problems with PC’s and phones that may arise
• Trouble shoot WFM system
• Trouble shoot ACD systems
• Develop and maintain all program services for the call center
• Develop and maintain the correct IVR’s for all services
• Develop and maintain system automation integration
• Update Citrix/Client Servers for CC agent access
• Relate problems via trouble tickets with vendor services and ensure that the problems are resolved in a timely manner
• Attend conferences

Senior IT Manager, Call Center

Account Executive

• Deliver revenue growth aligned with the category strategies and profit objectives of the company.
• Identify & sell to Large Enterprises looking to drive better outcomes.
• Recommend sales strategies for improvement based on market research and competitor analysis.
• Generate business opportunities through professional, dedicated prospecting and lead generation.
• Orchestrate discussions with senior executives about their business needs.
• Lead negotiations on Client contracts, terms, and conditions to ensure proper protections are in place.
• Drive prospects through to contract award, including proposal presentation and successful implementation of the solution with clients.
• Build, deepen and maintain high level contacts with current and prospective business partners to increase market penetration and brand recognition.
• Develop a pipeline of viable opportunities that exceeds sales quotas and keep abreast of prospects.
• Own the sales cycle – from lead generation to closure including proposals, scoping, pricing, and contract negotiations.
• Ensure 100% customer satisfaction and retention together with the Account Management and Operations Teams.
• Meet or exceed quarterly and annual revenue targets.
• Accurately forecast new lead generation and report sales cycle progress throughout CRM tools on a weekly basis.
• Create, and maintain customer business plans that lay out the strategy, objectives, and tactics to achieve success with a customer.
• Work cross functionally within the company to ensure that the organization is aligned to the customer strategy.
• Function as business and sales spokesperson as appropriate in customer, industry, and business environments.
• Own the customer relationship both internally and externally, including understanding the Profit & Loss for the account, ensuring collection of outstanding Accounts Receivable, managing customer issues related to product or services, etc.
• Oversee and participate in special projects as needed.

Strategic Sales Executive

Cloud Engineer

• Define and maintain cloud architecture standards, best practices, and reference designs
• Troubleshoot cloud connectivity, authentication, networking, and performance issues
• Support application teams and coordinate escalations with delivery partners
• Lead cloud provisioning, onboarding, and production deployments
• Manage Azure and AWS environments, including account structure and hierarchy
• Define and enforce policies, standards, and guardrails
• Configure cloud accounts, subscriptions, and landing zones
• Provide consulting and architecture support to internal teams
• Direct and govern cloud operations partner activities

Cloud Infrastructure Engineer

Accounting Manager

• Gather remittance details and post client deposits in a timely manner
• Review accounts receivable past due balances daily
• Generate and send client statements on a regular cadence
• Communicate and follow-up with clients via email and phone call to resolve past due balances timely
• Collaborate with sales, client services, and accounting teams to research and resolve past due balances
• Navigate multiple ERP systems and client portals for research purposes
• Participate in the evaluation and implementation of accounting systems and process improvements to enhance efficiency, accuracy, and control
• Communicate on a professional level