Client Service Representative III
2 weeks ago
This is a customer-facing position that requires strong communication skills and the ability to receive and address client concerns in an effective and timely manner.
Main Responsibilities:- Promptly inform supervisor of potential problems or customer concerns.
- Review and respond to management and client requests via various 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 in changes to workflow or procedure.
- Manage daily and monthly records on service activity.
- Effectively communicate with the client and staff.
- Participate in client meetings and provide updates on account activity.
- Develop and present formal reporting requirements to the client.
- Escalate client concerns and remediate issues.
- Maintain site procedure guide and document workflow processes and procedures.
- Perform various tasks based on assigned location, including copy/print production, copier maintenance, mail/courier services, reception/office services, shipping/receiving, inventory services, warehouse, and file room/records file services.
- Attend cross-functional trainings to ensure ability to provide coverage when short-staffed.
- Responsible for customer satisfaction through the performance and maintenance of reprographic equipment at customer location.
- 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 service department if unable to resolve.
- Deliver paper and assist end users in basic functionality of equipment.
This is a customer-facing role that requires compliance with customer policies and protocols, which may include certain health-related screening and/or vaccinations.
This position will support our customer at site locations throughout the NY metropolitan area.
Requirements:- 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.
- 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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