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Customer Service Representative - Full Time

TES Staffing
Rochester, NY
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Our customer, a global organization with a strong local presence, has been providing office solutions to our business clients in Rochester and the country for decades.  They focus on far more than just equipment; our people bring innovative, real-world solutions for their client's print management needs; they help cut costs, secure documents and reduce the environmental footprint. Our customer is a growing, dynamic organization that has a need for individuals who are driven to contribute their professional best.

Details: Monday-Friday, 8a-5p
Pay: Depending on Experience, $16/hr + 
Contract to hire, full benefits upon perm hire

Summary:

Ensure calls are dispatched promptly and dispatch service technicians per established procedures. Determine dispatch priorities for field assignments to minimize response times; resolve routine customer service problems by phone.

Dispatch Technicians on service calls in an efficient and courteous manner recording all appropriate data pertaining to the calls. Act as central communication point for service calls. May provide work direction to less senior staff. Handles customer calls complex in nature. 

POSITION REQUIREMENTS
Responsibilities:

  • Process incoming supply requests via telephone, fax, mail, or email from contracted accounts in an effective and timely manner.
  • Review account history to ensure appropriate product levels are shipped.
  • Ensure special pricing is understood and explained to customers as needed according to established policies and practices.
  • Maintain customer relationships and generate a positive experience.
  • Dispatch Service Technicians per established procedures.
  • Ensure calls are dispatched promptly.
  • May determine dispatch priorities for field assignments to minimize response times.
  • Handle customer calls, complaints, and questions with appropriate professionalism and etiquette.
  • Ensure all customer calls are returned in a timely manner.
  • Perform routine account troubleshooting to ensure customer satisfaction.
  • Respond to customer inquiries and problems regarding service visits, device consumption, damaged shipments, or defective products.
  • Review open service activity and prioritize by the customer, time of call, and territory. Interface with appropriate staff to assist in problem resolution.
  • Mitigate/reconcile problems as they arise.
  • Set up, maintain, and update customer systems/records accordingly.
  • Generate reports as required and update the database accordingly.
  • Ensure customer care activities are timely and accurately documented according to policies and procedures using automated systems and/or established reports.
  • Perform updates and corrections as required such as tracking or transit updates on previously placed orders.
  • Collect meters from customer contacts on machines that are not reported in accordance with the established contract and manage supply order requests versus actual machine usage.
  • Stay current on new machines, products, and updates.
  • Perform other related duties as assigned.


Qualifications:

  • A minimum of three years of dispatch/customer service.
  • Education: High School or Equivalent 
  • Strong working knowledge of Microsoft Suite with expertise in Excel and Word documents.
  • Excellent communication skills.
  • Ability to communicate with customers and team members.
  • Must be self-motivated with ability to work in fast-paced environment.
  • Computer literate (Microsoft word, Excel, etc.).
Company Description
TES Staffing is a regional staffing and HR services company. We work with Western NY's top companies to offer our applicants a wide variety of choices when looking for their next career opportunity. We will work with you to identify your strengths and try to match you up with the right job opening we have at that point in time. We look forward to working with you and cannot wait for you to create your future together!

TES Staffing

Why Work Here?
We care about our employees and creating their next career!

TES Staffing is a regional staffing and HR services company. We work with Western NY's top companies to offer our applicants a wide variety of choices when looking for their next career opportunity. We will work with you to identify your strengths and try to match you up with the right job opening we have at that point in time. We look forward to working with you and cannot wait for you to create your future together!

Address

Rochester, NY
USA

Industry

Business

Website

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