Client Service Representative III

4 days ago

Lancaster, Pennsylvania, United States Canon U.S.A., Inc. Full time
About the Role

We are seeking a highly skilled Client Service Representative III to join our team at Canon Solutions America, Inc. This is a customer-facing role that requires strong communication skills and the ability to receive and address client concerns in an effective and timely manner.

Main Responsibilities
  • Promptly inform supervisors of potential problems or client concerns.
  • Review and respond to management and client requests via various communication channels.
  • Provide excellent customer service and ensure client satisfaction.
  • Contribute to the creation of the Site Procedure Guide to ensure all account processes are properly recorded.
  • Oversee workflow and job balance between staff and ensure tasks are completed within account SLA requirements.
  • Communicate and train team members on changes to workflow or procedure.
  • Manage daily and monthly records on service activity.
  • Effectively communicate with clients and staff.
  • May serve as the main point of contact to clients for daily activity and participate in client meetings on account activity.
  • Participate in the development, preparation, and presentation of formal reporting requirements to clients.
  • Point of escalation onsite to address and remediate client concerns.
  • Responsible for maintaining the site procedure guide documenting workflow processes and procedures.
  • Responsibilities may include Copy/Print Production/Copy Center, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, File Room/Records File Services based on assigned location.
  • Attend cross-functional trainings to ensure ability to provide coverage when short-staffed.
  • Site responsibility and location of coverage may change based on client and/or division needs.
Device Maintenance
  • Responsible for customer satisfaction through the performance and maintenance of reprographic equipment at customer locations.
  • Follow established maintenance processes and procedures.
  • Maintain routine upkeep of equipment, including cleaning glass and surfaces, clearing paper jams, replenishing toner, and loading paper.
  • Evaluate equipment issues and notify the service department if unable to resolve.
  • Deliver paper.
  • Assist end-users in basic functionality of equipment.

Record meter reads.

  • Maintain service activity reports.
  • Monitor supplies and restock inventory.
About You

We are looking for a highly skilled and experienced professional with a strong background in customer service and technical support. The ideal candidate will have excellent communication skills, be able to multitask and prioritize tasks, and have a strong focus on providing excellent customer service.

  • HS Diploma, GED, or equivalent experience required, plus 2 to 4 years of related experience.
  • Prior experience in a customer service environment.
  • Good computer skills/technical knowledge.
  • Ability to multitask and prioritize in order to meet deadlines.
  • Good customer service and communication skills.
  • Ability to work with minimal supervision.
  • Ability to work OT as needed.
  • Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.
  • May require driving between multiple client locations, may also require a personal vehicle (valid driver's license and acceptable driving record necessary).
  • Ability to lift up to 50lbs.
  • Ability to spend extended periods of time standing, bending, walking, reaching, and pulling while performing duties.

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