Client Service Representative II

Canon Careers • Dallas, TX

10d • Onsite

About The Position

This role requires advanced proficiency in site operations and procedures, with the ability to assign tasks to colleagues and manage responsibilities within the team. The Client Service Representative II will be responsible for promptly informing supervisors of potential problems or customer concerns, and reviewing and responding to management and client requests via various communication channels. A strong focus on providing excellent customer service is essential. This position contributes to the creation of the Site Procedure Guide, oversees workflow and job balance to ensure tasks are completed within account SLA requirements, and communicates and trains the team on changes to workflow or procedure. Responsibilities include overseeing and managing daily and monthly records on service activity, effectively communicating with the client and staff, and potentially serving as the main point of contact for daily client activity and participating in client meetings. Depending on the assigned location, responsibilities may include Copy/Print Production/Copy Center, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, and File Room/Records File Services. The role also involves attending cross-functional trainings for coverage purposes, with potential changes in site responsibility and location based on client and/or division needs. Specific duties include prompt and accurate receiving, sorting, delivery, pick-up, and processing of all courier items, interoffice mail, newspapers, magazines, and USPS mail. The role also involves tracking courier and accountable items, researching and routing unidentified mail, responding to customer requests, performing routine equipment upkeep, and recording customer inquiries and fulfillment of requests.

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.
• Must be legally authorized to work in the United States.
• All applicants must reside in the United States at the time of hire.

Nice To Haves

• Customer-facing role, and requires compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures relating to COVID-19.

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.
• 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 Copy/Print Production/Copy Center, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, File Room/Records File Services 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 prompt and accurate receiving, sorting, delivery, pick up, and processing of all courier items, interoffice mail, newspapers, magazines and all classed of United States Postal Services mail.
• Tracks courier and accountable items (FedEx, UPS, Certified Mail, etc).
• Researches and routes unidentified and generic mail.
• Receives, logs, delivers and tracks messenger items.
• Responds to customer requests.
• Performs routine upkeep of equipment.
• Records and tracks customer inquiries and fulfillment of requests.

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! A Canon welcome kit and official merch you can’t get anywhere else
• 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