Sales Escalation Coordinator

Canon Careers • Chesapeake, VA

1d • Hybrid

About The Position

Canon Information Technology Services (CITS) is hiring a Sales Escalation Coordinator to support Sales Representatives, resolve complex customer concerns, and promote a positive customer experience. The role combines sales operations support, process guidance, and escalation resolution. It also coordinates with internal teams on return discrepancies and timely refunds. The successful candidate is a resourceful problem-solver who communicates effectively, handles customer concerns with patience and professionalism, manages competing priorities, and maintains a focus on quality and customer satisfaction.

This position follows a hybrid schedule: employees work in the office Tuesdays and Thursdays and may work remotely the remainder of the week, unless business needs require additional in-office attendance. Schedules and office-reporting requirements may change. The hourly pay range is $17.02–$21.35, plus a shift differential.

Requirements

• High school diploma or equivalent.
• At least 2–4 years of experience in a customer service role.
• Strong verbal and written communication skills.
• Proficiency in research, troubleshooting, and problem-solving.
• Patience and empathy when assisting customers and resolving concerns.
• Knowledge of computer hardware, software, and operating systems.
• Strong attention to detail and accuracy.
• Ability to multitask, prioritize, and organize work effectively in a virtual environment.

Responsibilities

• Provide process guidance and escalation support to Sales Representatives to help achieve timely, favorable resolutions to customer inquiries and complaints.
• Negotiate effective resolutions to escalated sales inquiries.
• Assist with enforcing policies and procedures within the sales group.
• Monitor the sales department to identify training needs and opportunities for improvement.
• Coordinate with the Returns Warehouse to resolve return discrepancies and help ensure timely refunds.
• Maintain accurate records of interactions with the sales team and customers, including inquiries, comments, complaints, and actions taken.
• Promote customer satisfaction while balancing service quality, efficiency, and productivity.
• Maintain performance standards for reliability, quality, research and resolution, and learning and growth.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance
• Company-paid holidays
• Generous paid vacation and sick leave
• 401(k) with company match
• Tuition reimbursement
• Employee discounts through the Canon Company Store
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED