Sales Escalation Coordinator
About The Position
Join Canon Information Technology Services (Canon ITS) as a Sales Escalation Coordinator supporting Sales Representatives, resolving complex customer concerns, and promoting a positive customer experience. The role combines sales-operations activities to improve efficiency and effectiveness by providing process guidance and escalation support, resolving challenging sales inquiries, and coordinating with internal teams on return discrepancies and timely refunds. The position follows a hybrid work schedule. Employees are required to work in the office on Tuesdays and Thursdays and may work from home the remainder of the week, unless a business need requires attendance on other days. Schedules and office reporting requirements may change based on business needs. Compensation is $17.02–$21.35 per hour, 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 refunds are issued promptly.
- 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.
- Meet established 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.
- Paid vacation and sick leave.
- 401(k) with company match.
- Tuition reimbursement.
- Employee discounts through the Canon Company Store.
- Professional development opportunities.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
