GSD Account Specialist

Konica Minolta Business Solutions, U.S.A., Inc. • Phoenix, AZ

4h • Onsite

About The Position

Konica Minolta is seeking a GSD Account Specialist to provide an exceptional service experience by handling incoming customer requests. This role involves determining the nature of customer requests, providing appropriate support or escalation, and managing additional dedicated and non-dedicated customer requests as needed. The specialist will interact with external systems according to customer requirements and follow 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: Mid Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees