Customer Service Operations Specialist

5 days ago

Austin, Texas, United States Ricoh USA, Inc. Full time

Ricoh USA, Inc. is seeking a motivated Customer Service Operations Specialist to support daily operations, implementations, expansions, and administration of all Managed Services Accounts within an assigned operational area.

About the Role

As a key member of our service team, you will assist management with process improvement, procedural testing and validation, and ensuring field compliance with operational best practices.

You will also support the Field Implementation Managers with the implementation of new customer accounts and service expansions, and assist with onboarding new team members and cross-training peers.

Your responsibilities will include assisting with the development of Site Procedure Guides and sharing best practices throughout geographical areas, and routinely inspecting Site Procedures Guide for accuracy and compliance.

You will be knowledgeable of all contracted services within assigned customer accounts, perform daily visual inspections of site services and Ricoh and customer compliancy to safety, and provide feedback on site experience via survey tools or other forms to help improve the customer experience.

Responsibilities
  • Support daily operations, implementations, expansions, and administration of all Managed Services Accounts within an assigned operational area.
  • Assist management with process improvement, procedural testing and validation, and ensuring field compliance with operational best practices.
  • Support the Field Implementation Managers with the implementation of new customer accounts and service expansions.
  • Assist with onboarding new team members and cross-training peers.
  • Develop and maintain knowledge of all contracted services within assigned customer accounts.
  • Perform daily visual inspections of site services and Ricoh and customer compliancy to safety.
  • Provide feedback on site experience via survey tools or other forms to help improve the customer experience.
Requirements

To be successful in this role, you will need:

  • A high school diploma plus 12 months of related work experience.
  • An intermediate skill level on most common software applications, including file folder management and navigating to network production folders.
  • The ability to adapt to changing situations, flexibility, high motivation, and sense of urgency.
  • Basic math skills and judgment in making sound justifiable decisions and taking action in solving problems.
  • Excellent oral communication skills and the ability to comprehend written and verbal instructions from customers and effectively translate to site resources.
  • The ability to troubleshoot and coordinate problem resolution, and proficiency in the use of Microsoft and computers.
Salary and Benefits

We offer a competitive salary range of $55,000 - $65,000 per year, depending on experience, and a comprehensive benefits package that includes medical, dental, and vision insurance, as well as 401(k) matching and paid time off.

Estimated Salary: $58,500 per year.

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