GSD Account Specialist

Konica Minolta Business Solutions, U.S.A., Inc. • Oldsmar, FL

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About The Position

Konica Minolta currently has an exciting opportunity for a GSD Account Specialist!
Provide an exceptional service experience when handling incoming customer requests
Determine nature of customer request and provide the appropriate support or escalation
Handle additional dedicated and non-dedicated customer requests as needed
Interact with external systems per customer requirements
Follows standard Service Level Agreement (SLA) Management practices

Requirements

• High school diploma or equivalent
• Minimum 2 years’ experience in customer service
• Excellent verbal and written communication skills
• Knowledge of systems and applications used to support a call center environment
• Good customer service and interpersonal skills
• Ability to problem solve and perform basic troubleshooting with minimal assistance
• Computer skills- Microsoft Office, Word, Excel, PowerPoint
• Positive attitude and collaborates well with team members
• Detail Oriented
• Ability to multi-task work in a fast paced environment
• Occasional travel as requested

Responsibilities

• Follows prescribed processes and procedures including systems, schedule adherence and tool utilization
• Communicate clearly and professionally with customers to handle requests efficiently
• Handle inbound requests including support incidents, service requests, meter readings and orders using internal and external multi-media following customer specific procedures and policies
• Triage customer requests to determine best course of action using active listening and/or research including proper handling of account specific procedures
• Identify urgent situations that require additional actions to satisfy the customers’ needs including supply sourcing/expediting as well as incident and customer specific project escalation
• Follow through on customer commitments, research as needed using available resources
• Provide standard SLA and escalation management based on customer entitlement
• Routine monitoring of specified customers, follow up with direct and indirect resources; document activity and complete incident in applicable systems
• Actively participate in learning opportunities and completes assigned curriculum in a timely manner; apply knowledge learned to continuously improve the customer experience
• Complete other projects and tasks as assigned by management

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees