Multi-Site Customer Service Representative

4 weeks ago

Baltimore, Maryland, United States Ricoh USA, Inc. Full time
Job Description

Job Summary:

The Area Customer Service Coordinator is a key position that supports daily operations, implementations, expansions, and administration of all Managed Services Accounts within an assigned operational area. This role undertakes all customer support tasks in external customer/client facilities and is responsible for a broad knowledge of Ricoh Service Excellence Methodology, complete knowledge of account service delivery requirements, and Ricoh portfolio of offered solutions.

Key Responsibilities:

  • An integral member of the service team by supporting the daily operations for all contracted services at customer accounts within a geographical area.
  • Assists 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.
  • Assists with onboarding new team members and cross-training peers.
  • Assists with the development of Site Procedure Guides and sharing best practices throughout geographical area.
  • Routinely inspects Site Procedures Guide for accuracy and compliance.
  • Knowledgeable of all contracted services within assigned customer accounts.
  • Performs daily visual inspection of site services and Ricoh and customer compliancy to safety.
  • Provide feedback on site experience via survey tool or any other forms to help improve the customer experience, internal and external.
  • May require standing in for absences or vacations of the onsite resources, that may also include site management.
  • Provides, executes, and supports all aspects of services, which entails traveling to and from various accounts.
  • Creates and maintains a customer-focused environment.
  • Responsible for customer satisfaction by engaging end-user feedback.
  • Responsible for escalating customer issue to ESM/AOM and support the resolution to completion.
  • Communicates effectively and responds quickly to customer and end-user communication.
  • Collects data and is knowledgeable of the tools and methods used for the completion of the Monthly Operations Review as directed.
  • Performs other duties as assigned.

Qualifications:

  • Requires high school diploma plus 12 months of related work experience. Post High School education encouraged and preferred.
  • Could be required to move locations in one day should the business require it. Also, ability to cover accounts between 40-50 miles.
  • May require valid, violation-free driver's license along with reliable transportation and minimum levels of auto insurance coverage per RICOH policy.
  • Requires intermediate skill level on most common software applications including file folder management and navigating to network production folders.
  • Must maintain and accurately submit monthly expenses in a timely manner following proper coding requirements.

Knowledge, Skills, and Abilities:

  • Possesses ability to work in a team environment by maintaining positive, productive relationships with co-workers.
  • Possesses ability to adapt to changing situations, flexibility, high motivation, and sense of urgency.
  • Possesses basic math skills.
  • Possesses judgment in making sound justifiable decisions and taking action in solving problems.
  • Possesses ability to perform repetitive work by continuously executing different tasks according to set procedures, sequence or pace while maintaining quality and output standards.
  • Possesses commitment to task by having started and persisted with specific courses of action.
  • Possesses excellent oral communication skills by being able to clearly present information through the spoken word in positive and negative circumstances.
  • Possesses working knowledge of account services to facilitate job scheduling.
  • Possesses ability to comprehend written and verbal instructions from customers and effectively translate to site resources.
  • Possesses ability to resolve customer-related issues.
  • Possesses ability to troubleshoot and coordinate problem resolution.
  • Possesses proficiency in the use of Microsoft and computers.
  • Routinely may be asked to report to an alternate site on any given day which could result in walking, driving, or other modes of transportation to that alternate site and a longer commute time that exceeds scheduled shift.
  • Typically, an office/warehouse environment with adequate lighting and ventilation, and a normal range of temperature and noise level.

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