About Us
Print & Cheques Now Inc. is a Calgary-based cheque and print company serving customers across Canada.
We print financial documents, business cheques, personal cheques, deposit books, envelopes, custom print products, and related services for retail customers, trade clients, resellers, commission clients, bookkeepers, small businesses, and larger organizations.
Because we deal with financial documents, details matter here. A missed digit, unclear order note, delayed proof follow-up, or incorrect customer instruction can create real problems for the client and for our production team.
We are looking for a Client Care Representative who is warm on the phone, accurate with details, comfortable learning software, and able to help customers move from question to completed order.
This is not a typical call-centre job. You are not just answering calls and closing tickets. You are the communication link between the customer and our internal operations team.
The Role
The Client Care Representative is responsible for helping customers, processing orders, managing follow-ups, preventing delays, and supporting smooth production workflow.
You will answer customer calls, respond to emails, manage online chat, verify order details, send proofs, follow up on approvals, help resolve issues, create quotes and orders, and keep accurate records so production has what it needs.
You will also help convert new inquiries into long-term PCN customers. When a customer calls or visits our website, part of your role is to answer their questions, build trust, explain their options, and help them place the right order.
This role is a mix of:
- Customer service
- Order entry
- Proof follow-up
- Inbound sales support
- Production coordination
- Problem solving
- Documentation and process improvement
What You Will Do Client Communication
You will:
- Answer and manage incoming phone calls from retail, trade, reseller, and commission clients
- Respond to customer inquiries through shared inboxes
- Manage online chat for product questions, order updates, and customer issues
- Follow up on missed calls so no customer contact gets lost
- Maintain a friendly, professional, and helpful tone across phone, email, and chat
- Prioritize customer messages and organize inboxes throughout the day
- Convert new customers who call or visit the website into PCN customers by answering questions, building trust, and helping them choose the right products
- Offer additional products and services when they meet the customer’s needs
Order Processing
You will:
- Verify order details and request missing information from customers
- Review customer information for accuracy before orders move forward
- Send proofs for customer approval
- Follow up on unapproved proofs within expected timelines
- Create and send invoices for completed or approved orders
- Maintain clear records of order progress and customer communication
- Review flagged or high-risk orders for possible fraud concerns
- Help prevent production errors by catching missing, unclear, or incorrect information early
PrintIQ Quotes and Orders
You will:
- Create simple quotes and orders in PrintIQ
- Assist with more complex quotes and orders as you gain experience
- Confirm that pricing, specifications, quantities, and order details match the customer’s request
- Escalate complex estimates to estimators or supervisors when needed
- Maintain accurate job entries for smooth production handoff
Order Management and Outsourced Jobs
You will:
- Track outsourced orders with vendors
- Confirm production status and delivery timelines
- Communicate updates to customers
- Follow up on outstanding outsourced orders
- Record vendor communication and update order status promptly
Reruns and Issue Resolution
You will:
- Help manage rerun requests through our internal tracking process
- Investigate order issues to determine whether the cause was production, customer information, courier/shipping, or another issue
- Communicate rerun outcomes and timelines to customers
- Coordinate with production and estimating to recreate orders accurately
- Document issues clearly so they can be prevented in the future
We believe good systems make good people better.
When the same question, mistake, delay, or workaround keeps happening, we do not want to rely on memory or heroics. We want to build a better process.
As you learn the role, you will help improve how work gets done by:
- Taking clear notes
- Creating simple checklists
- Documenting repeatable tasks
- Identifying recurring problems
- Helping turn common questions into clear answers
- Improving handoffs between client care, production, estimating, and outsourcing
- Reducing avoidable interruptions by making information easier to find
You do not need to arrive as a process expert. But you do need to be the kind of person who notices when something is messy and wants to help make it cleaner.
A strong person in this role does not just ask, “What do I do next?”
They also ask:
- “How can we make this easier next time?”
- “What information was missing?”
- “Where did this get delayed?”
- “What should be documented so someone else can do this correctly?”
- “How do we prevent this issue from happening again?”
Who You Are
You will likely do well here if you are:
- Warm, clear, and confident on the phone
- Patient with customers who need guidance
- Accurate with names, numbers, addresses, and order details
- Organized enough to manage follow-ups without being constantly reminded
- Comfortable working across multiple software systems
- Able to stay calm when customers are frustrated
- Willing to ask good questions before an order becomes a problem
- Comfortable offering products or services when they genuinely help the customer
- Coachable and open to feedback
- Reliable, steady, and team-focused
- Someone who takes pride in doing work correctly
Required Qualifications
You must have:
- Strong English communication skills, both spoken and written
- Customer service, phone support, order entry, inside sales, or similar experience
- Comfort using computers, email, web-based systems, and multiple software tools
- Strong attention to detail
- Ability to work in person at our Calgary office
- Reliable transportation, as transit does not conveniently serve our location
- Ability to pass a criminal record check before final offer
Assets
The following are assets, but not all are required:
- French language ability
- Experience in a call centre, customer service desk, order desk, print shop, banking, insurance, telecom, or office administration role
- Experience with CRM systems
- Experience with quoting, invoicing, proofs, or production workflows
- Experience with PrintIQ or other print MIS systems
- Experience handling price objections or converting inbound inquiries into customers
- Experience managing shared inboxes or live chat
Tools and Systems You May Use
You may work with:
- Shared email inboxes
- Live chat
- Phone system
- PrintIQ
- Editor order/proofing system
- Store/Radix
- Google Forms and Google Sheets
- Go High Level CRM
- Internal order tracking and production workflows
You do not need to know these systems before starting. You do need to be comfortable learning software quickly.
What Success Looks Like
Success in this role means:
- Customer calls, emails, and chats are handled professionally and promptly
- Inbound communications receive same-day attention
- Proof follow-ups are completed within 24–48 hours
- Order records are accurate and complete
- Missing information is caught early
- Customers receive clear updates
- Production receives clean, complete order details
- New customer inquiries are converted into PCN customers when appropriate
- Additional products and services are offered when they fit the customer’s needs
- Issues are documented clearly
- Repeated problems become better processes, checklists, or notes
First 30 / 60 / 90 DaysFirst 30 Days — Learn the Basics
In your first month, you will focus on learning our products, customers, systems, and workflow.
By the end of 30 days, you should be able to:
- Understand the main types of cheque and print orders we handle
- Answer basic customer calls with support
- Navigate shared inboxes, phone system, CRM, and order systems
- Understand how proofs, approvals, invoices, and production handoffs work
- Process simple customer requests with supervision
- Take useful notes and document what you are learning
- Understand when to ask for help or escalate an issue
Days 31–60 — Build Independence
In your second month, you should begin handling routine work more independently.
By the end of 60 days, you should be able to:
- Handle common customer inquiries by phone, email, and chat
- Process routine order details accurately
- Follow up on outstanding proofs
- Create simple quotes or orders with support as needed
- Identify missing customer information before it delays production
- Update order records clearly
- Start recognizing sales opportunities during customer conversations
- Help customers choose the right products without sounding pushy
- Document common tasks or issues as you learn them
Days 61–90 — Become a Reliable Operator
By the end of 90 days, a strong hire should be able to:
- Manage routine client care work with limited supervision
- Handle a steady flow of calls, emails, chats, and follow-ups
- Process orders accurately and consistently
- Coordinate with production, estimating, and outsourcing when needed
- Follow up on outsourced jobs and customer approvals
- Help resolve basic customer issues or rerun requests
- Convert appropriate inbound inquiries into PCN customers
- Offer additional products and services based on customer needs
- Contribute to checklists, notes, or process improvements that make the role easier for the next person
Schedule
- Monday to Friday
- 8:30 AM – 5:00 PM after training
- Full-time
- Permanent
- No weekends
- No shift work
Compensation
Pay is $17.00–$31.30 per hour, based on experience, communication ability, accuracy, software comfort, French fluency, and ability to contribute independently.
The top end of the range is for someone who proves strong accuracy, customer handling, order knowledge, sales confidence, and independence.
Benefits
- Dental care
- Extended health care
- Vision care
- Life insurance
- Paid time off
- Casual dress
- Full-time stable weekday schedule
Work Location
This is an in-person role at our Calgary location near the Frontier Industrial Area, east of Stoney Trail and Peigan Trail.
Reliable transportation is required.
How to Apply
Please submit your resume and answer the application questions.
Applications that show relevant phone, customer service, order entry, inside sales, office administration, or software experience will be reviewed first.
Application Questions
Please answer the following:
- How much customer service, phone support, order entry, or inside sales experience do you have? Briefly describe it.
- What business software, CRM systems, phone systems, or order-entry tools have you used?
- Are you comfortable working in person at our Calgary location every day?
- Do you have reliable transportation to our location near Frontier Crescent?
- Do you speak French? If yes, please describe your comfort level for phone calls and written communication.
- What are your wage expectations?
- Tell us about a time when catching a small detail prevented a bigger problem.
Hiring Process
Our hiring process may include:
- Resume review
- Short phone interview
- Typing or attention-to-detail assessment
- Practical customer/order scenario
- In-person interview
- Criminal record check before final offer
We are looking for someone who is accurate, warm, organized, and willing to learn. If you enjoy helping customers, keeping details straight, and making work easier for the team around you, this could be a strong fit.
Pay: $17.00-$31.03 per hour
Benefits:
- Casual dress
- Dental care
- Extended health care
- On-site parking
- Store discount
- Vision care
Application question(s):
- Do you have a reliable vehicle to get to and from work?
Experience:
- Google Workspace: 3 years (preferred)
- CRM software: 2 years (preferred)
- Telecommunication: 3 years (preferred)
- Finance or Banking: 1 year (preferred)
- customer service: 3 years (preferred)
Language:
- Fluent English (required)
- Fluent French (speak, listen, read, write) (preferred)
Licence/Certification:
- Driving Licence (required)
Location:
Work Location: In person
