Client Service Representative II

Canon U.S.A., Inc. • Irvine, CA

1d • $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 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. i. Level I service, which consists of replenishment of toners, paper jam clearance, general cleaning, stocking of paper, and removing old toner containers for recycling. ii. Placing service calls, coordinating off-site service support as needed, monitoring spare parts and supplies, including consumable inventory control, including toner, staples, and paper. iii. Utilize Netaphor SiteAudit software, to reactively use alerts to respond to issues such as toner usage, equipment errors, and meter read collection. iv. End user support for Equipment usage and training.

Requirements

• 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.

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 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.
• Level I service, which consists of replenishment of toners, paper jam clearance, general cleaning, stocking of paper, and removing old toner containers for recycling.
• Placing service calls, coordinating off-site service support as needed, monitoring spare parts and supplies, including consumable inventory control, including toner, staples, and paper.
• Utilize Netaphor SiteAudit software, to reactively use alerts to respond to issues such as toner usage, equipment errors, and meter read collection.
• End user support for Equipment usage and training.

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
• 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