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Customer Service Representative

2 months ago


Phoenix, Arizona, United States Pacific Office Automation Full time
Job Description

Pacific Office Automation is a leading provider of document imaging and technology solutions. With over 40 years of experience, we have established ourselves as a trusted partner for businesses in the western United States.

We are seeking a highly skilled Customer Service Representative to join our service team in Phoenix, AZ. As a key member of our team, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities:

  • Respond to incoming support calls and create support tickets on behalf of customers.
  • Identify and escalate issues to our Helpdesk team.
  • Document all call information according to standard operating procedures.
  • Use basic computer applications to manage customer interactions.
  • Communicate effectively with customers, technicians, and sales teams.
  • Schedule service calls and meet monthly service goals.
  • Recognize and document trends in customer calls to improve our service offerings.
  • Route calls to appropriate resources to ensure timely resolution.

Requirements:

  • 1-2 years of previous dispatch experience and/or call center agent with IT customer support service experience.
  • Experience using IT Ticketing Support systems.
  • Experience using Unified Communications for business solutions.
  • Strong phone and verbal communication skills, with active listening.
  • Proven ability to multi-task and work in fast-paced environments while maintaining accuracy.
  • Ability to calmly handle stressful situations.
  • High attention to detail and strong organizational skills.
  • Computer and customer service skills.
  • Strong written and verbal communication skills.
  • Proficiency in Microsoft Word and Excel.
  • Bi-lingual skills are a plus.

Benefits:

  • Medical, dental, vision, and life insurance plans.
  • Matched 401(k) plan.
  • PTO, vacation, and sick leave.
  • FSA/HSA programs.
  • Company-paid trips.

Our Commitment to Diversity and Inclusion:

Pacific Office Automation is an equal employment opportunity employer. We celebrate our employees' differences and believe that diversity makes us stronger. We are committed to creating an inclusive work environment where all voices are heard and valued.