EverView is a global provider of leading customer engagement and payment solutions. We help clients integrate critical customer interactions to optimize working capital and drive profitable business growth. Our solutions aim to connect the entire customer experience by aligning transactional, payment, and marketing touchpoints for simplified operations and smarter engagement. Plugging into the power of our innovative technology and data-driven insights, we curate tailored, digital-first strategies for a range of industries. The goal: to modernize processes and create frictionless experiences. Our clients benefit from a partnership that values simplicity, security, and connectivity—for today's environment and tomorrow's innovation.

The Sr. Client Experience Representative is responsible for monitoring all aspects of assigned projects to exceed client expectations of quality and service both within their team and as an individual. This employee must work to identify and effectively resolve issues while building a strong relationship with the client to promote existing and new business. Specific areas of responsibility and standards of performance (bullet points) are listed below and must be performed in accordance with company policy and Standard Operating Procedures. Employee is responsible for process integrity as described in the SOP’s for this position.

Employee is responsible for confidentiality as described in the EverView confidentiality agreement signed annually. Employee is responsible for security as described in EverView security policies and information delivered during the annual securing training.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Gathers information from client needed for a successful implementation. May require support to confirm all necessary information has been provided.
• Establishes or reinforces client schedule by communicating within departments, and the client.
• Uses these client requests to develop a sequential time line showing all critical stages and targeted completion dates.
• Works with Senior Account Manager, Client Care Manager to determine departments/contacts to attend kick off meeting.
• Completes Client Experience Representative Checklist and distributes it at the kick-off meeting.
• Cordially takes questions from team members and other departments during the kick off and pursues timely answers so production is not delayed.
• Pro-actively works with the EverView salesperson and/or client to negotiate a new schedule if it is determined the client desired schedule cannot be met.
• Makes good decisions in seeking help from supervisor or alters direction if a project is not meeting expected quality or timeline.
• With assistance, can identify and work issues aggressively to minimize impact on the completion date.
• Effectively monitors status of all affected departments to ensure that project stages are accurately completed on time.
• Escalates any major questions or concerns to Senior Account Manager, Team Lead prior to client contact.
• Confirms that data has been mapped correctly with an end-to-end test or similar process.
• Comes prepared to answer questions and give updates to the management team each morning in the production meeting.
• If required, requests postage in advance for projects.
• Track postage receipt and usage in a concise spreadsheet for each job, or on an on-going basis for repeat clients, to reconcile with Finance.
• Track inventory usages for ongoing jobs and provide reports to clients weekly or monthly, as requested by the client.
• May contract with outside vendors and create Purchase Orders for job related activities as necessary. Approval of Purchase Order must be executed by Senior Account Manager, Team Lead.
• All written, phone and face-to-face communications with clients and EverView associates are courteous, cordial and professional. Listens carefully to clients’ requests/complaints.
• Writes and verbally communicates in a clear, concise and effective format.
• Presents a positive, professional image when representing EverView.
• Responds promptly to client voice or email messages, even if only to update them that their inquiry has been received and an answer is being worked on.
• Willingly and consistently communicates with co-workers to achieve mutual understanding of the client requirements and time frames.
• Demonstrates general or limited knowledge of EverView equipment and services. Strives to learn about new capabilities and machinery and how they impact mail piece design, efficiency and existing client projects.
• May require assistance for questions regarding creative design, print procurement, digital marketing, data programming, personalization and lettershop services (both intelligent and non-intelligent systems).
• Possesses basic knowledge of Data Processing or Programming terms and steps such as merge/purge, deduping, nth selecting, ask amount programming, NCOA, CASS, etc.
• Possesses basic knowledge of postal rates and regulations including automation compatibility.
• Able to assess various mail pieces for automation compatibility using postal tools and templates and quote postage estimates to clients.
• Prepares accurate documents and samples to creative and print teams, to the IT, Document Design teams, laser, lettershop and hand fulfillment departments.
• Understands how to produce necessary paperwork and mock ups for personalization, cutting, folding, and inserting for a variety of mailings such as self-mailers, post cards, letters, and intelligent statements.
• Prepares spreadsheets and other materials deemed necessary by the production team to accompany folders for complex jobs with multiple versions or matching.
• Updates sample books and production binders for repetitive jobs at the time changes go live.
• Assist in the sales process by participating in site tours, presentations and conferences with sales staff, on or off site. Some travel may be required.
• Account Managers should look for and pursue new opportunities within their existing customer base to organically grow new business.
• Assist in gathering requirements and preparing quotes with Sales and Estimating.
• Escalate any new business opportunities to the Sales Representative to keep communication open.
• PrintStream to be updated with new or changed services as the job progresses and anytime new pricing is given to clients.
• Projects must be invoiced within 3 business days of the day they are completed.
• Postage reconciliation to accounting should be completed at this time and provided to the client with the invoice.
• Competent in the use of PC’s and the PrintStream ERP system, EverView Print, DMS Utilities and Inventory applications.
• Makes suggestions for the improvement in these systems.
• All written, phone and face-to-face communication with vendors is courteous, cordial and professional.
• May contract with outside vendors and create Purchase Orders for job related activities as necessary. Approval of Purchase Order must be executed by Senior Account Manager, Team Lead. Purchase orders must be received by Manager of Client Services.
• Views vendors as strategic business partners.
• Assist other teams and team members on an as needed basis.
• Abides by the policies and procedures as outlined in the employee handbook.

Industry Knowledge:

• Demonstrates general or limited knowledge of EverView equipment and services. Strives to learn about new capabilities and machinery and how they impact mail piece design, efficiency and existing client projects.

• May require assistance for questions regarding creative design, print procurement, digital marketing, data programming, personalization and lettershop services (both intelligent and non-intelligent systems).

• Possesses basic knowledge of Data Processing or Programming terms and steps such as merge/purge, deduping, nth selecting, ask amount programming, NCOA, CASS, etc.

• Possesses basic knowledge of postal rates and regulations including automation compatibility.

• Able to assess various mail pieces for automation compatibility using postal tools and templates and quote postage estimates to clients.

Production Instructions:

• Prepares accurate documents and samples to creative and print teams, to the IT, Document Design teams, laser, lettershop and hand fulfillment departments.

• Understands how to produce necessary paperwork and mock ups for personalization, cutting, folding, and inserting for a variety of mailings such as self-mailers, post cards, letters, and intelligent statements.

• Prepares spreadsheets and other materials deemed necessary by the production team to accompany folders for complex jobs with multiple versions or matching.

• Updates sample books and production binders for repetitive jobs at the time changes go live.

Sales Support:

• Assist in the sales process by participating in site tours, presentations and conferences with sales staff, on or off site. Some travel may be required.

Sales Support:

• Assist in the sales process by participating in site tours, presentations and conferences with sales staff, on or off site. Some travel may be required.

• Account Managers should look for and pursue new opportunities within their existing customer base to organically grow new business.

• Assist in gathering requirements and preparing quotes with Sales and Estimating.

• Escalate any new business opportunities to the Sales Representative to keep communication open.

Invoicing:

• PrintStream to be updated with new or changed services as the job progresses and anytime new pricing is given to clients.

• Projects must be invoiced within 3 business days of the day they are completed.

• Postage reconciliation to accounting should be completed at this time and provided to the client with the invoice.

PC, PrintStream & Inventory Applications:

• Competent in the use of PC’s and the PrintStream ERP system, EverView Print, DMS Utilities and Inventory applications.

• Makes suggestions for the improvement in these systems.

Vendor Relations:

• All written, phone and face-to-face communication with vendors is courteous, cordial and professional.

• May contract with outside vendors and create Purchase Orders for job related activities as necessary. Approval of Purchase Order must be executed by Senior Account Manager, Team Lead. Purchase orders must be received by Manager of Client Services.

• Views vendors as strategic business partners.

Other:

• Assist other teams and team members on an as needed basis.

• Abides by the policies and procedures as outlined in the employee handbook.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Associate degree (A.A.) or equivalent from two-year college or technical school; a minimum of two years related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

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

While performing the duties of this job, the employee is regularly required to sit; talk or hear. The employee is frequently required to sit and use hands to finger, handle or feel. The employee is occasionally required to stand, walk and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Flexibility is mandatory, as the needs of the clients and the active projects may require the employee to be available outside of the normal working hours.

Due to the collaborative and interactive nature of this position, a recurring off-site office is not suitable for this position.

Benefits:

• Paid Time Off
• Medical, dental, vision plans, employee assistance program, as well as life insurance and LTD plans
• Supplemental life insurance
• Voluntary accident and critical illness insurance, respectively
• Flexible Spending Account available
• 401k plan with company match (After 90 days of employment)

EverView offers equal employment opportunity and will not discriminate on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.”

RSROSG