Client Experience Specialist

Role Summary: At Primoprint, we believe great customer experiences are about more than answering questions and processing orders. They're about connecting with people, understanding their needs, and making things easier for them. We're looking for a Client Experience Specialist who enjoys helping people, solving problems, and creating positive experiences. Someone curious who listens, communicates with care, takes ownership, and understands that even a small interaction can make a big difference. Whether you're helping a customer choose the right paper stock, walking them through file requirements, tracking down an order concern, or simply making someone's day a little easier, you'll play an important role in the overall customer experience. You'll help customers navigate their printing experience from beginning to end. Customer Communication & Support Assist customers through phone, live chat, and email. Answer questions about products, pricing, paper stocks, sizes, turnaround times, shipping, and order status. Help customers understand their printing options and find products that fit their needs. Listen to customer concerns, ask thoughtful questions, and work toward solutions. Provide clear explanations of print-file requirements and help customers navigate common file setup questions. Set realistic expectations and keep customers informed throughout the process. Order Management & Problem Solving Help customers with order placement, updates, and changes. Monitor orders awaiting files, proofs, or additional attention to help keep things moving. Review customer concerns and determine the best next steps. Update customer, order, and shipping information accurately. Process approved refunds, credits, and additional charges according to company procedures. Create Quality Assurance tickets when additional review is needed. Teamwork & Collaboration Work with Customer Service, Production, Quality Assurance, and other internal teams to resolve issues. Communicate important details so customers don't have to repeat themselves. Know when to take ownership and when to bring in additional support. Participate in team meetings, training, and ongoing discussions. Support teammates and assist with additional responsibilities as business needs arise. Skills and Experience: Genuinely enjoys helping people and creating positive experiences. Is friendly, approachable, patient, and professional. Communicates clearly and confidently, both verbally and in writing. Is comfortable speaking with customers over the phone. Listens before jumping to conclusions or offering solutions. Enjoys investigating problems and figuring out how to make things better. Takes responsibility and follows through on commitments. Can manage multiple priorities without losing attention to detail. Is comfortable working independently while staying connected with a remote team. Is open to feedback, coaching, and learning new things. Can remain calm and solution-focused when conversations become challenging. Understands that a great customer experience is a team effort. High school diploma or equivalent. Strong written and verbal English communication skills. Strong computer skills and the ability to learn multiple software platforms. Good organizational skills and attention to detail. Strong comprehension, problem-solving, and verbal reasoning abilities. Ability to successfully complete required communication and comprehension assessments. Dependability, accountability, and the ability to work independently. Willingness to continuously learn and adapt as products, processes, and technology evolve. Most importantly, we want someone who treats customers like people, not order numbers. You don't need to be a graphic designer or printing expert when you walk through the door. We will help you build the knowledge you need! You should be comfortable learning and working with technology, and be willing to develop knowledge in: Adobe Acrobat and basic PDF review. Common file formats such as PDF & JPG. Basic print-file requirements, including dimensions, orientation, resolution, bleed, and color. Basic file troubleshooting and adjustments. Primoprint products, paper options, and production processes. The Primoprint website and online ordering experience. Internal platforms such as Skore, Intercom, Slack, and other company systems. An art, graphic design, printing, or related background is a plus, but not required. TRAINING: We believe in setting our team members up for success! All new Client Experience Specialists are required to complete two full weeks of in-person training before transitioning to the regular remote work arrangement. Reliable transportation to and from the training location is required during this initial training period. You'll have the opportunity to learn our products, systems, processes, and customer experience expectations while getting to know the people you'll be working with. We're not simply looking for someone who can answer a phone, respond to an email, or follow a checklist. We're looking for someone who understands that behind every order is a customer who may have a deadline, a business to run, an important event, or something they're really excited to bring to life. Someone who takes pride in helping people, enjoys being part of a team, and believes that how we make people feel matters just as much as the work we do. Schedule: Monday–Friday, 9:00 a.m.–5:00 p.m. EST Work Arrangement: Remote (with initial in-person training) ***All applications will be reviewed and responded via LinkedIn