Customer Relations Representative III

Canon U.S.A., Inc.•Monroe, NJ

2d•$23 - $35•Hybrid

About The Position

Canon USA in Jamesburg, NJ is seeking a Customer Relations Representative III (Representative, Cust Rel III). The Customer Relations Representative III will answer phone calls and emails to generic department email box in a quality manner with a high degree of customer satisfaction. Investigate and resolve customer claims and inquiries including escalated issues. Answering non-routine questions that require deviation from standardized procedures. Investigate, analyze, and resolve complex customer service issues. Issues credits and refunds as needed and handles exceptional circumstances. May train more junior Customer Relations Representatives. Represents the organization to customers by providing information, responding to inquiries or troubleshooting. The standard work schedule for this position is 11:00 a.m. to 7:00 p.m. This position is full time and offers a hybrid work schedule requiring you to be in the office Monday, Tuesday and Wednesday and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.

Requirements

Typically requires general and/or vocational training plus 2 to 4 years of related experience
Excellent analytical, communication (verbal and written), and organizational skills
Knowledge of Canon's product lines and service policies and procedures
Experience with Google Applications
Ability to leverage technology to improve efficiency and accuracy

Responsibilities

Responsible for answering non-routine questions that require deviation from standardized procedures
Investigate, analyze, and solve complex customer service, billing, technical, and other issues defined by the customer experience with Canon service and support
Requires extensive knowledge of the company's products and services
May train more junior Customer Relations Representatives
May focus on one critical account and assist sales team with analysis
Represents the organization to customers by providing information, responding to inquiries or troubleshooting product problems

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
medical
dental
vision
401(k) Savings Plan
discretionary profit sharing
discretionary success sharing
educational assistance
recognition programs
vacation