Client Svc II Representative- Office Services

Canon Careers•Washington, DC

7d•Onsite

About The Position

The Client Svc II Representative supports site operations and procedures, assigns tasks to colleagues, and manages responsibilities within the team. The role focuses on customer service, communication with supervisors, clients, and staff, and ensuring that work is completed within account service-level requirements. The representative contributes to maintaining the Site Procedure Guide, trains team members on workflow or procedure changes, manages service activity records, and may serve as the primary daily client contact and participate in client meetings. Responsibilities vary by assigned location and may include copy and print production, copier maintenance, mail and courier services, reception and office services, shipping and receiving, inventory, warehouse, or file-room and records services. The employee attends cross-functional training to provide coverage when needed. Site responsibilities and coverage locations may change based on client or division needs. Mail and courier duties can include receiving, sorting, delivering, picking up, and processing mail and courier items; tracking accountable shipments; researching unidentified mail; logging and tracking messenger items; responding to customer requests; maintaining equipment; and tracking inquiries and fulfillment. Reception and office-services duties can include greeting visitors, answering calls, taking messages, scheduling conference rooms, entering data, accepting deliveries, and preparing meeting food and beverages. Device-maintenance duties can include routine equipment upkeep, resolving basic equipment issues or notifying the service department, delivering paper, assisting users, recording meter readings, maintaining service reports, and monitoring and replenishing supplies. This is a customer-facing, full-time, onsite role. Compliance with customer policies and protocols is required, which may include COVID-19 vaccination and other related measures. The role requires authorization to work in the United States; visa sponsorship is not available, and applicants must reside in the United States when hired.

Requirements

High school diploma, GED, or equivalent experience.
One to two years of related experience.
Prior experience in a customer-service environment.
Good computer skills and technical knowledge.
Ability to multitask and prioritize to meet deadlines.
Good customer-service and communication skills.
Ability to work with minimal supervision.
Ability to work overtime as needed.
Ability to take necessary steps to obtain customer-required security or other clearances for access to customer premises.
Ability to lift up to 50 pounds.
Ability to spend extended periods standing, bending, walking, reaching, and pulling.

Responsibilities

Promptly inform the supervisor of potential problems or customer concerns.
Review and respond promptly to management and client requests by email, phone, text, or verbally.
Provide strong customer service.
Contribute to creating the Site Procedure Guide and documenting account processes.
Oversee workflow and balance jobs among staff to ensure tasks meet account SLA requirements.
Communicate and train the team on workflow or procedure changes.
Oversee and manage daily and monthly service-activity records.
Communicate effectively with clients and staff.
When appropriate, serve as the main daily client contact and participate in client meetings about account activity.
Attend cross-functional training to provide coverage when the team is short-staffed.
Receive, sort, deliver, pick up, and process courier items, interoffice mail, publications, and USPS mail.
Track courier and accountable items, including FedEx, UPS, and Certified Mail.
Research and route unidentified and generic mail.
Receive, log, deliver, and track messenger items.
Respond to customer requests and record inquiries and request fulfillment.
Perform routine equipment upkeep.
Perform front-office reception duties, including greeting visitors, answering calls, taking messages, scheduling conference rooms, and entering data.
Accept deliveries and set up food and beverages for meetings.
Perform routine maintenance of reprographic equipment, including cleaning surfaces, clearing paper jams, replenishing toner, and loading paper.
Evaluate equipment issues and notify the service department when unable to resolve them.
Deliver paper, assist end users with basic equipment functionality, record meter reads, maintain service-activity reports, and monitor and restock supplies.