Customer Care Representative

2 months ago

Ramsey, United States Konica Minolta Business Solutions Full time

Overview:

To provide excellent customer service to both external and internal customers calling and or emailing in for problem solving. KM Customer Care Representative is responsible for providing the best solutions to customers either by maximizing first call resolution or issuing a trouble ticket to the appropriate administrative team.

Responsibilities:

Key Responsibilities

  • Answer all incoming customer calls in a polite and professional manner.
  • Provide excellent customer service to customers by listening and providing accurate responses.
  • Review and examine customers accounts to better facilitate customer issues.
  • Identify and analyze root cause of problem(s) experienced by customers.
  • Provide solution(s) to customer problem(s) as appropriate.
  • Monitor trouble tickets to ensure our customers are satisfied with the results.
  • Review and validate new contracts for billing accuracy.
  • Work through daily assigned trouble tickets to ensure appropriate resolution is in place.
  • Act as back-up to co-workers during vacations, special projects and other extended leaves.
  • Perform other duties as assigned by the KM Cares manager.

Customer Help Emails/Faxes

  • Provide written responses to all incoming emails in a timely and professional manner
  • Ensure all emails are responded to within our customer SLA guidelines
  • Review thoroughly what the customer email is requesting, and investigate accordingly before responding to customer with a resolution

Data Entry: Meter Reads

  • Process all assigned meter reads daily by entering in SAP accurately and in a timely manner
  • Analyze all meter reads to determine if reading is accurate to process in SAP or incorrect by comparing to previous billed meter read history

Customer Resolution

Customer Cases

  • Daily audits of customer closed cases to ensure internal expectations are met.
  • Daily distribution of all open customer cases to all admin teams provides visibility and traction on customer resolution.
  • Continuously work daily assigned customer cases and resolve within the internal timeline set for each case type.
  • Audit customer resolution tickets to ensure internal SLA and expectations are met

Customer Billing Portal

    • Daily monitor and attend to all customer request related to the portal(s).
    • Set up customers on the respective portal requested and register/enroll.
    • Resolve any customer issues regarding the portal experience.
    • Internal contact/expert on customer portal
Qualifications:
  • High school diploma required
  • 2+ years of relevant work experience
  • Strong interpersonal and professional communication skills
  • Excellent listening and attention to detail
  • Ability to work under pressure
  • Ability to organize daily tasks to ensure deadlines are met
  • Proficient in Microsoft office programs
  • Excellent grammar and written communication skills
  • Bilingual (French & English) written/verbal are an asset
  • Ability to work overtime as needed
About Us:

Konica Minoltas journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace. The company guides and supports its clients digital transformation through its expansive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRNs MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the Forbes 2021 Americas Best-in-State employers list. The company received Keypoint Intelligences BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its bizhub i-Series. Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World list. Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter.

EOE Statement:

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

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