Client Service Representative II

Canon U.S.A., Inc. • West Goshen Township, PA

5d • $17 - $23 • Onsite

About The Position

Advanced proficiency in site operations and procedures with ability to assign tasks to colleagues and manage responsibilities within the team.
Your Impact
Main Responsibilities: - Promptly informs supervisor of potential problems or customer concerns. - Promptly reviews and responds to management and client requests via emails, phone calls, text messages and verbal. - Strong focus on providing good customer service. - Contributes to the creation of the Site Procedure Guide to ensure all account processes are properly recorded. - Oversees workflow and job balance between staff and ensures tasks are completed within account SLA requirements. - Responsible for communicating and training team in changes to workflow or procedure. - Oversees and manages daily and monthly records on service activity. - Effectively communicates with the client and staff. - Where appropriate, may serve as main point of contact to the client for daily activity and participate in client meetings on account activity. - Responsibilities may include Printer/Copier Maintenance based on assigned location. - Attends cross-functional trainings to ensure ability to provide coverage when short-staffed. - Site responsibility and location of coverage may change based on client and/or division needs. Device Maintenance: -Responsible for customer satisfaction through the performance and maintenance of reprographic equipment at customer location. -Follows daily, established maintenance processes and procedures. -Maintains routine upkeep of equipment including cleaning glass and surfaces, clearing paper jams, replenishing toner and loading paper. -Evaluates equipment issues and notifies service department if unable to resolve. -Delivers paper. -Assists end-users in basic functionality of equipment. -Records meter reads. -Maintains service activity reports. -Monitors supplies and restocks inventory.
About You: The Skills & Expertise You Bring
Please note: this is a customer-facing role, and requires compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures relating to COVID-19. HS Diploma, GED, or equivalent experience required, plus 1 to 2 years of related experience. - Prior experience in a customer service environment. - Good computer skills/technical knowledge. - Ability to multitask and prioritize in order to meet deadlines. - Good customer service and communication skills. - Ability to work with minimal supervision. - Ability to work OT as needed. - Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises. - May require driving between multiple client locations, may also require a personal vehicle (valid driver's license and acceptable driving record necessary). - Ability to lift up to 50lbs. - Ability to spend extended periods of time standing, bending, walking, reaching, and pulling while performing duties. We are providing the anticipated rate for this role: $17.20 - $23.37 hourly.

Requirements

• HS Diploma, GED, or equivalent experience required, plus 1 to 2 years of related experience.
• Prior experience in a customer service environment.
• Good computer skills/technical knowledge.
• Ability to multitask and prioritize in order to meet deadlines.
• Good customer service and communication skills.
• Ability to work with minimal supervision.
• Ability to work OT as needed.
• Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.
• May require driving between multiple client locations, may also require a personal vehicle (valid driver's license and acceptable driving record necessary).
• Ability to lift up to 50lbs.
• Ability to spend extended periods of time standing, bending, walking, reaching, and pulling while performing duties.

Responsibilities

• Promptly informs supervisor of potential problems or customer concerns.
• Promptly reviews and responds to management and client requests via emails, phone calls, text messages and verbal.
• Strong focus on providing good customer service.
• Contributes to the creation of the Site Procedure Guide to ensure all account processes are properly recorded.
• Oversees workflow and job balance between staff and ensures tasks are completed within account SLA requirements.
• Responsible for communicating and training team in changes to workflow or procedure.
• Oversees and manages daily and monthly records on service activity.
• Effectively communicates with the client and staff.
• Where appropriate, may serve as main point of contact to the client for daily activity and participate in client meetings on account activity.
• Responsibilities may include Printer/Copier Maintenance based on assigned location.
• Attends cross-functional trainings to ensure ability to provide coverage when short-staffed.
• Site responsibility and location of coverage may change based on client and/or division needs.
• Responsible for customer satisfaction through the performance and maintenance of reprographic equipment at customer location.
• Follows daily, established maintenance processes and procedures.
• Maintains routine upkeep of equipment including cleaning glass and surfaces, clearing paper jams, replenishing toner and loading paper.
• Evaluates equipment issues and notifies service department if unable to resolve.
• Delivers paper.
• Assists end-users in basic functionality of equipment.
• Records meter reads.
• Maintains service activity reports.
• Monitors supplies and restocks inventory.

Benefits

• Employee referral bonus
• Employee discounts
• “Dress for Your Day” attire program (casual is welcome, based on your job function)
• Volunteer opportunities to give back to our local community
• Swag!
• Canon U.S.A., Inc. offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED