Quality Assurance Representative I (hybrid) - OH, AZ, NJ

At 4over, we are committed to building a diverse and inclusive workplace welcoming to people of all backgrounds. Providing our employees with job training and opportunities for growth, development, and advancement. We take pride in fostering a safe environment for all employees in our climate-controlled plants. 
 

We take pride in ensuring our customers are provided quality products, with a professional and positive customer service experience. Our Customer Success Managers demonstrate a professional and empathetic relationship with customers excelling in interpersonal communication and conflict resolution.

Summary: The Quality Assurance Representative provides customers with solutions via a high level of service and problem resolution skillsets. Quality Assurance Representatives must maintain professionalism with diverse personalities. The role manages escalated issues by investigating and gathering additional information to successfully navigate through the organization, resulting in the resolution of customer requests. Customer resolutions include the implementation of a successful plan of action formulated by applying customer order and product knowledge to ensure a positive customer experience. This role requires the ability to prioritize and juggle multiple responsibilities in a fast-paced environment.

Schedule: Primary schedule will be 8:00 AM – 5:00 PM, Monday – Friday, or similar. Training may occur at other times. This is a hybrid position.

Salary Range: $20.00 To 21.00 Hourly

Compensation commensurate with experience.

*At this time, we are not engaging with agencies or third-party recruiters. Thank you for your understanding.

DUTIES AND RESPONSIBILITIES 

• Educate and support customers on company website functionality, products, and services 
• Resolve customer concerns with a commitment to quality, via phone, virtual chat, or both 
• Provide actionable customer feedback to support product and resource development 
• Accurately document and update all customer interactions and account notes 
• Serve as a knowledgeable point of contact for both new and existing customers 
• Manage complex or escalated inquiries with professionalism, patience, and empathy 
• Identify key issues and resolve customer situations in a timely and effective manner 
• Demonstrate urgency and dedication to exceed customer expectations through accuracy, courtesy, and efficiency 
• Listen actively to understand customer needs; ask clarifying questions and interpret verbal cues to uncover underlying concerns 
• Complete and process all required tasks and administrative duties 
• Maintain a clean, organized, and safe work area 
• Adhere to all safety policies and procedures 
• Attend department and company meetings as required 
• Perform other duties as assigned 

EXPERIENCE AND QUALIFICATIONS

EDUCATION, LICENSES, CERTIFICATIONS, EXPERIENCES: 

• High School Diploma or GED required
• Prior experience as a Customer Experience or Customer Service Representative preferred
• One (1) to two (2) years of printing-industry knowledge required
• Minimum two (2) years of customer service experience
• Strong customer resolution capabilities
• Advanced communication, troubleshooting, and problem-solving skills

CRITICAL KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTS:

• Self-Motivation & Accountability: Ability to stay focused on tasks, meet deadlines, and produce high-quality work with minimal supervision. Holding oneself accountable for managing workloads, handling responsibilities, and maintaining professional standards.
• Critical Thinking & Decision Making: The ability to analyze information, identify problems, and make decisions independently. 
• Confidence in making decisions, even when feedback may not be immediately available.
• Communication Skills: Strong written and verbal communication. Being clear, concise, and professional in emails, messages, and virtual meetings is critical. Active listening, and the ability to interpret and clarify communication effectively in virtual spaces. Ability to read and understand corporate policies, job-related documents, and written/verbal instructions in English to ensure effective and compliant job performance.
• Technology Proficiency: Microsoft Suite, Creative Suite (Photoshop, InDesign, Illustrator) and project management tools.
• Time Management: Ability to meet deadlines consistently without direct supervision.
• Adaptability and Flexibility: Being adaptable to rapidly changing situations or project pivots without the support of in-person guidance. Comfortable with new tools and technologies, especially when team needs evolve or new platforms are introduced.
• Collaboration and Teamwork: Strong ability to work as part of a virtual team. This includes both synchronous (live meetings, chats) and asynchronous (emails, shared documents) communication. Building rapport with colleagues despite the lack of physical presence, maintaining team cohesion and morale.

PHYSICAL DEMANDS: 

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.   

• The job may require constant hours sitting at a desk or workstation. 

• Extended screen time. 

• Typing on a keyboard or using a mouse for extended periods. 

• Occasional travel may be required. 

4over Company History:

4over was founded in February of 2001. What started off as creating business cards and web page designs by a husband and wife, quickly flourished. Since the company was founded, we are now a private equity owned company growing and expanding across many states. Through our 4over Core Attributes, we are committed to meeting and exceeding customer expectations, cultivating and nurturing our relationships, providing excellence and caring for others. 

Health and Life Insurance-

• Medical, Dental, Vision, Life/AD&D Insurance, Disability, and Flexible Spending Accounts (FSAs) for Health Care and Dependent Care
• 4over pays 100% of the employee’s premium for his/her Basic Life/AD&D Insurance in the amount of 1x the employee's annual salary, up to $500,000
• Coverage will be effective on the 1st of the month following 1 month of continuous regular full-time employment

401(k) Retirement Plan

• New employees are eligible to enroll the first of the month, following 1 month of employment
• Semi-annual open enrollment (January 1st and July 1st)
• Discretionary employer match; typically, 50% of employee deferrals up to 6% of compensation
• Immediate Vesting

Holidays and PTO

• 9 Paid Holidays 
• Accumulating PTO to be used after 90-days of continuous and active full-time service

4over is an Equal Opportunity employer.  It provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, national origin, age, religion, disability, or any other legally protected status and takes affirmative action to recruit, employ, train, and promote qualified minorities, women, covered veterans, and individuals with disabilities.