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


  • 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


  • 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.


  • 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


  • Learns quickly

  • Understands the need for change


  • Proactively grows skills and knowledge

  • Displays initiative


  • Avoids procrastination

  • Attention to detail

  • Complete Customer Satisfaction

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Customer Care Center