Client Service Representative III
6 days 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 supervisors of potential problems or customer concerns.
- Review and respond to management and client requests via various channels.
- Provide excellent customer service and ensure a positive experience for clients.
- 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 in 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 the client for daily activity and participate in client meetings on account activity.
- Participate in the development, preparation, and presentation of formal reporting requirements to the client.
- Point of escalation onsite to address and remediate client concerns.
- Maintain 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.
- 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.
Records meter reads.
- Maintain service activity reports.
- Monitor supplies and restock inventory.
This is a customer-facing role that requires compliance with customer policies and protocols, which may include certain health-related screening and/or vaccinations (or proof of prior vaccination).
This position will support our customer at site locations throughout the NY metropolitan area.
In accordance with applicable law, we are providing the anticipated hourly rate for this role: $20.54 to $30.75/hour.
- 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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