Client Svc II Representative- Office Services
About The Position
The Client Svc II Representative provides customer-facing office services and demonstrates advanced proficiency in site operations and procedures. The role may assign tasks to colleagues, coordinate team responsibilities, oversee workflow and job balance, and ensure work is completed within account service-level requirements. The representative promptly reviews and responds to management and client requests, escalates potential problems or customer concerns, communicates and trains staff on workflow or procedural changes, and maintains daily and monthly service activity records. Depending on the assigned location, responsibilities may include mail and courier services, reception and office services, copy/print production, copier maintenance, shipping and receiving, inventory, warehouse, or file and records services. The role may serve as the main point of contact for daily client activity and participate in client meetings. Site responsibilities and coverage locations may change based on client or division needs. The position requires full-time onsite presence at assigned worksite(s) on scheduled workdays, and may require overtime as needed.
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 work to meet deadlines.
- Good customer service and communication skills.
- Ability to work with minimal supervision.
- Ability to work overtime as needed.
- Ability to obtain security or other clearances required by customers to enter their premises.
- Ability to lift up to 50 pounds.
- Ability to spend extended periods standing, bending, walking, reaching, and pulling.
- Compliance with customer policies and protocols, which may include COVID-19 vaccination and other COVID-19-related measures.
Responsibilities
- Promptly inform the supervisor of potential problems or customer concerns.
- Review and respond to management and client requests by email, phone, text message, or verbally.
- Provide strong customer service and communicate effectively with clients and staff.
- Contribute to creating the Site Procedure Guide to document account processes.
- Oversee staff workflow and job balance, ensuring tasks meet account SLA requirements.
- Communicate and train the team on workflow or procedure changes.
- Oversee and manage daily and monthly service activity records.
- Serve, where appropriate, as the primary contact for daily client activity and participate in client meetings.
- Provide coverage across assigned services, which may include copy/print production, copy center, copier maintenance, mail/courier, reception/office services, shipping/receiving, inventory, warehouse, and file/records services.
- Attend cross-functional training to provide coverage when staffing is short.
- Receive, sort, deliver, pick up, and process courier items, interoffice mail, publications, and USPS mail promptly and accurately.
- Track courier and accountable items, including FedEx, UPS, and Certified Mail; research and route unidentified or generic mail.
- Receive, log, deliver, and track messenger items; respond to customer requests and record inquiries and request fulfillment.
- Perform routine equipment upkeep for mail and courier services.
- Perform front-office reception duties, including greeting visitors, answering calls, taking messages, scheduling conference rooms, and entering data.
- Respond to customer needs, accept deliveries, and set up food and beverages for meetings; may also perform copy, binding, or copier maintenance duties.
- Maintain reprographic equipment by following established daily procedures, cleaning equipment, 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.
Benefits
- Medical, dental, and vision coverage.
- 401(k) Savings Plan.
- Discretionary profit sharing and success sharing.
- Educational assistance.
- Recognition programs.
- Vacation.
- Employee referral bonus.
- Employee discounts.
- Volunteer opportunities.
- Canon welcome kit and official merchandise.
- “Dress for Your Day” attire program, with casual attire permitted based on job function.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
