Customer Service Representative

Customer Service Representative
Date: June 2023
Position Title: Customer Service Representative 
Location: Nashville, TN
Reports to (Position Title): GM FIS Division

POSITION DESCRIPTION 
Are you looking for a career and not just a job?  If so, keep reading…

L&R, a mid-sized 90-year-old Nashville based company is looking for a Customer 
Service Representative to join our 40+ person team.  Successful candidates love helping 
people and ensuring their requests are taken care of.  We do not expect you to know the 
industry lingo coming in (though that would be awesome) but we do expect you to 
dedicate yourself to learning and becoming a valued member of our team.

A) PURPOSE OF POSITION
 Directly interact with internal departments and external customers for the purpose 
of providing printed materials, project information, binder sets, etc.
 Preparing files for print and digital consumption.
 Assist in posting files to client portals and/or systems.
 Provide phone and web meeting support to clients. 
 Assist in the billing and collections of client transactions.
 Listen for client feedback and suggestions for improvements or new services.

B) MAJOR RESPONSIBILITIES
 Provide excellent Customer Service for all clients and internal employees.
 Answer phones.
 Manage incoming email requests.
 Create tickets for print production.
 Coordinate work between departments from order entry, to print, to shipping 
logistics.
 Assist walk in clients with orders and pickups.
 Providing phone & web meeting support to users.
 Respond to customers in a timely manner.
 Embrace continuous improvement.

C. REQUIREMENTS FOR SUCCESS
 A passion for service.
 Good people and communication skills.
 Extremely good attention to detail.
 Taking initiative.
 CAD experience and the ability to read blueprints is helpful.
 The ability to work closely with a variety of different clients both internal and 
external.
 Very good skills with Microsoft Excel.
 AutoCAD and Revit experience, helpful.
 Strong MS Suite/Google Docs/ PDF applications knowledge.
 Good organizational skills.
 Good math skills.
 Good problem-solving skills.
 The ability to work and stay focused with minimal supervision.
 Ability to prioritize work.
 Construction Document Technologist certification from Construction 
Specifications Institute, preferred.