Customer Service Representative

7 days ago

Lancaster, Pennsylvania, United States Canon Full time
About the Role

As a Customer Service Representative, you will play a critical role in ensuring customer satisfaction by performing equipment maintenance and providing exceptional customer service. This position requires strong technical knowledge, attention to detail, and excellent communication skills.

Main Responsibilities:
  • Promptly inform supervisor of potential problems or customer concerns.
  • Review and respond to management and client requests via email, phone calls, text messages, and verbal communication.
  • Focus on providing good customer service and resolve issues efficiently.
  • Contribute to the creation of site procedure guides 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 main point of contact to clients for daily activity and participate in client meetings on account activity.
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 and assist end-users with basic functionality of equipment.
  • Record meter reads and maintain service activity reports.
  • Monitor supplies and restock inventory.
About You: The Skills & Expertise You Bring

This is a customer-facing role that requires compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures relating to COVID-19. A high school diploma, GED, or equivalent experience is required, plus 1-2 years of related experience.

You should have prior experience in a customer service environment, good computer skills/technical knowledge, ability to multitask and prioritize, good customer service and communication skills, ability to work with minimal supervision, and ability to work overtime as needed. You may be required to drive between multiple client locations and may also require a personal vehicle (valid driver's license and acceptable driving record necessary). Ability to lift up to 50lbs and spend extended periods standing, bending, walking, reaching, and pulling while performing duties.

Company Overview

Canon Solutions America, Inc. empowers companies of all sizes to succeed by supplying market-leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With unwavering dedication to promote professional innovation, Canon Solutions America, Inc. helps drive sustainability, nurture efficiency, and regulate costs through the unification of comprehensive digital and traditional printing and document management solutions. As a wholly owned subsidiary of Canon U.S.A., Canon Solutions America, Inc. is headquartered in Melville, NY and has sales and service locations across the U.S. Our parent company, Canon Inc. (NYSE: CAJ), which earned approximately $30.4 billion in global revenue in 2020, ranks third overall in U.S. patents granted in 2020 and was named one of Fortune Magazines Worlds Most Admired Companies in 2020.

Estimated salary range: $55,000 - $75,000 per year, based on location and experience.

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