Customer Relations Representative

Epson America, Inc. • Los Alamitos, CA

11d • Hybrid

About The Position

Epson is seeking an exceptional Customer Relations Representative to join our Customer Relations team. In this role, you will provide a high level of support to customers by resolving complex concerns with professionalism, empathy, and sound judgment. Through thoughtful problem solving and effective communication, you will help ensure a positive customer experience while reinforcing trust in the Epson brand. This position is based out our Epson America's headquarters in Los Alamitos, CA with an opportunity for a hybrid schedule.

Requirements

• Completion of undergraduate degree or equivalent experience
• Minimum 2-5 years of customer service in a call center environment handling escalated customer calls
• Strong problem-solving skills with the ability to evaluate situations, apply sound judgment, and deliver appropriate resolutions
• Ability to approach customer interactions with empathy, professionalism, and composure
• Excellent verbal and written communication skills with the ability to clearly document customer interactions and solutions
• Experience working with CRM systems (Oracle Service Cloud/RightNow preferred)
• Familiarity with ERP systems (SAP preferred)
• Proficiency with Microsoft Office applications including Word, Excel, and Teams
• Strong attention to detail and ability to maintain accurate customer records and case documentation

Responsibilities

• Proactively deliver superior customer service in response to end-user calls, correspondence and e-mails including complaints, product exchanges, refunds, rebates, etc.
• Resolve escalated customer concerns in a timely manner.
• Ensure confidentiality and security of end-user personal data.
• Assure departmental guidelines are maintained to provide accuracy in all transactions and security of Epson products and assets.
• Assist Teleperformance call center with their escalated end-user issues and concerns.
• Escalate customer calls and correspondence to senior customer relations representatives and manager as appropriate.
• Escalate company and product issues to management and/or appropriate department.
• Ensure accurate data entry into the customer call logs and databases.
• Build strong relationships with peers, other departments, and managers to best meet company goals and objectives.

Benefits

• Comprehensive medical, dental, vision, and prescription drug coverage eligibility on start date
• Generous paid time off, including sick time, vacation, and holidays
• Income protection plans, including life insurance and short-term and long-term disability programs paid by the company
• 401K plan with company matching
• Educational reimbursement
• Employee assistant program (EAP)
• Adoption assistance
• Employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree