Customer Care Center

Imagequest Wichita , KS 67251

Posted 3 months ago

The Customer Care Center Representative is to work closely with Service, Administration and Sales to ensure a heightened level of customer support both pre-sales and post-sales at it relates to the service and support portion of our business.

Job Elements

  • Assist in maintaining customer relations pre and post sales

  • Handle customer service issues as needed

  • Identify post-sales opportunities

  • Monitor and research daily supply shipments.

  • Support pre-sales activities (iQ360, research)

  • Monitors call queue and clears as many calls as possible using call avoid

  • Monitor and maintain monthly tracking and meter correction (Supplies, Parts, Technician)

  • Be a backup on parts/supply ordering as well as service calls

  • Perform other duties as assigned

  • Maintain a satisfactory attendance record

  • Work with management in achieving all benchmarks

  • Ability to communicate well with others

  • Communicate with management and team leaders regarding all concerns

  • May require overtime to complete required task

DEVELOPMENT OF SKILLS

  • Understands EA/BEI/360 App with regards to primary service and admin functions.

  • Learning and using the Xerox knowledgebase to properly triage service calls

  • Ability to use Excel and Monarch for reporting purposes

  • Understands iQ, Global and Xerox policies

  • Is familiar with all service objectives.

  • Understands individual customer needs.

  • Understands all of the company offerings.

  • Maintains own qualifications. (Monarch, Excel)

  • Technical Training

Expectations

  • Reports to the office ready to work no later than 8:00 AM M - F

  • Maintain a minimum of a 40 hour work week

  • May require some additional time due to call load / end of month tasks

  • Maintain a satisfactory attendance record

  • Complete all tasks assigned and provide timely feedback

  • Must be supportive and respectful of peers while maintaining a positive attitude

  • Maintain all Job Elements from above.

Goals of the position

  • To help close 35% of Total calls with a 10% recall rate via remote support

  • Increase gross calls per day by giving technicians an internal help line / service call management

  • Increase customer satisfaction by offering an instant response

  • Minimize travel

  • Reduce Incompletes

  • Minimize parts and supply expense

  • Monitor daily Supply and Parts budgets and offer insight on issues/concerns.

Tasks

  • Daily

  • Review all supply orders

  • Run and update Daily Tracking for remote calls

  • Maintain daily dashboard. (supply, parts, remote solves, daily times, TRU, service vitals)

  • Run profitability as requested

  • Answer and respond to all service/supply related issues via phone/email

  • Triage and troubleshoot service calls and attempt remote solves

  • Take customer service and supply orders

  • Weekly

  • Run and correct suspect meter readings

  • Update and correct suspect meters from EA and BEI

  • Monthly

  • Review monthly supplies shipments.

  • Complete service vitals for monthly technician meeting.

  • Previous Customer Service experience recommended

  • Technical / Networking background is a plus

  • Strong analytic process

  • Very Organized, able to multitask

  • Strong computer background (Excel, Office, Etc.)

  • Solutions oriented

  • Supports teamwork by helping others

  • Considers customers feelings

  • Compliments publicly and criticizes privately

ADAPTABILITY

  • Learns quickly

  • Understands the need for change

SELF-SUFFICIENCY

  • Proactively grows skills and knowledge

  • Displays initiative

JOB EFFECTIVENESS

  • Avoids procrastination

  • Attention to detail

  • Complete Customer Satisfaction

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Care Representative I

Cargill, Inc.

Posted 2 weeks ago

VIEW JOBS 10/30/2019 12:00:00 AM 2020-01-28T00:00 Position Purpose The Customer Service Representative will be responsible for all business to business order management activities including accurate order entry, logistics, building product and customer knowledge, and ensuring on-time invoice follow through. This role will collaborate closely with other functions including Supply Chain, Sales, Master Data, and Cargill Transportation and Logistics. They will also be responsible for monitoring all daily reports as well as running other ad hoc reports as necessary. The Customer Service Representative will use best practices to make decisions that create a superior customer experience at the best cost for the business. Principal Accountabilities 45% Order Management: Process customers' orders accurately and efficiently that are received via omni channels. Work with internal functions to ensure product availability and on-time delivery. Collaborate with customers to build behaviors that meet order guidelines (minimum pallet quantities, lead time, etc.). Ensure timely and accurate invoicing. Utilize communication and language skills to provide a superior customer experience. 35% Relationship Management: Provide daily interaction and information sharing with customers to ensure satisfaction of our products and services. Collaborate with appropriate functional partners to ensure flawless execution of the customer and brand promise. Engage in communications and problem resolution and provide adequate documentation and follow-up. Make decisions that support superior service at best cost. Identify the source of an issue and analyze the information to provide a solution that prevents future occurrences. Partner with a senior customer service representative to escalate more complex issues. 15% Tactical Expertise: Execute daily reporting to ensure on-time shipment and inventory accuracy. Manage EDI transactions. Maintain customers' portals to support the order process. Monitor on-line ecommerce site and adjust orders as necessary. 5% Miscellaneous job duties as required. Relocation will not be provided for this position.Required Qualifications * Associate's degree OR High School Diploma plus 1 years of experience in Business to Business customer service, supply chain or sales. * Experience with Microsoft Office Suite. * Experience with Customer Management Software (Salesforce.com, SAP, Oracle or similar). * Able and willing to work extended hours as needed (potential weekends and holidays) to support the ongoing needs of a 24/7 operation including participation in an on-call schedule. Preferred Qualifications * Bachelor's Degree. * Able and willing to travel as needed. * Experience of SAP or similar ERP systems. Success Factors * Problem solving and implementing solutions. * Excellent communication skills both verbal and written with ability to effectively communicate and partner with multiple levels of the organization. * Strong active listening skills. * Customer focused track record. * Ability to effectively navigate critical customer situations using strong interpersonal skills. * Ability to problem solve and work with cross-functional teams. * Ability to adapt and learn in a changing work environment while acting with a sense of urgency. * Ability to work/make decisions independent. * Position requires business acumen including knowledge of functional integration and customer and business limitations. * Ability to manage multiple priorities and accountabilities. * Cross functional business knowledge. * Process Orientation. * Conflict resolution experience. * Experience working with virtual teams Cargill, Inc. Wichita KS

Customer Care Center

Imagequest