Customer Service Representative

$35,360 - $41,600/Yr

Eagle Systems - Buffalo, NY

Full-time - Entry Level

Buffalo, NY

11-50 employees

Real Estate

About the position

The Customer Support Representative at Eagle Systems, Inc. plays a crucial role in enhancing customer satisfaction and loyalty through effective communication and support related to Managed Print as a Service (MPaaS). This position involves monitoring printer data, resolving customer issues, and collaborating with the MPaaS team to optimize customer solutions and efficiency.

Responsibilities

• Monitor and assess printer data obtained from monitoring software and customer communications.
• Ensure customer satisfaction by acting as the primary contact for problem resolution.
• Review account information with customers, including metered monthly volumes and invoicing.
• Assist the MPaaS team in developing proposals to maximize customer efficiency and minimize operational costs.
• Inspect, tag, and document contracted printers to ensure accurate billing and supply replacement.
• Alert MPaaS staff to dispatch personnel for meter readings and additional information.
• Contribute to the development and distribution of new MPaaS product initiatives.
• Flag and report supply cost increases that could impact profit margins.
• Prepare and distribute print performance data for customer quarterly reviews.
• Facilitate new customer acquisition through online meetings and assessments of print environments.
• Generate reports compiling surveys and feedback to gauge customer satisfaction.
• Provide or assist in customer onboarding and training.

Requirements

• 2 years of experience in customer, account, or sales support and/or administration.
• Basic proficiency in Microsoft Office Suite (Outlook, Word, PowerPoint, Excel).
• High School Diploma or GED.
• Valid Driver's License.
• Demonstrated competency in managing multiple projects simultaneously.
• Ability to communicate clearly and concisely, both verbally and in writing.

Nice-to-haves

• Knowledge of printer specifications and operational costs.
• Experience in document output, document security, or document management.
• Problem-solving ability and patience.
• Mental toughness and active listening skills.
• Sincere desire to assist customers and enthusiasm for the role.

Benefits

• Paid training
• Paid holidays
• Health insurance
• Paid time off
• On-the-job training
• Retirement plan
• Paid sick time