Client Service Representative II

About the Role

Advanced proficiency in site operations and procedures with ability to assign tasks to colleagues and manage responsibilities within the team.

Your Impact

Main Responsibilities:

1. Promptly informs supervisor of potential problems or customer concerns.
2. Promptly reviews and responds to management and client requests via emails, phone calls, text messages and verbal.
3. Strong focus on providing good customer service.
4. Contributes to the creation of the Site Procedure Guide to ensure all account processes are properly recorded.
5. Oversees workflow and job balance between staff and ensures tasks are completed within account SLA requirements.
6. Responsible for communicating and training team in changes to workflow or procedure.
7. Oversees and manages daily and monthly records on service activity.
8. Effectively communicates with the client and staff.
9. Where appropriate, may serve as main point of contact to the client for daily activity and participate in client meetings on account activity.
10. Responsibilities may include Printer/Copier Maintenance based on assigned location.
11. Attends cross-functional trainings to ensure ability to provide coverage when short-staffed.
12. Site responsibility and location of coverage may change based on client and/or division needs.

Device Maintenance:

1. Responsible for customer satisfaction through the performance and maintenance of reprographic equipment at customer location.
2. Follows daily, established maintenance processes and procedures.
3. Maintains routine upkeep of equipment including cleaning glass and surfaces, clearing paper jams, replenishing toner and loading paper.
4. Evaluates equipment issues and notifies service department if unable to resolve.
5. Delivers paper.
6. Assists end-users in basic functionality of equipment.
7. Records meter reads.
8. Maintains service activity reports.
9. Monitors supplies and restocks inventory.

About You: The Skills & Expertise You Bring

Please note: this is a customer-facing role, and requires compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures relating to COVID-19. HS Diploma, GED, or equivalent experience required, plus 1 to 2 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.
• May require driving between multiple client locations, may also require a personal vehicle (valid driver's license and acceptable driving record necessary).
• Ability to lift up to 50lbs.
• Ability to spend extended periods of time standing, bending, walking, reaching, and pulling while performing duties.

Company Overview

About our Company - Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $28.5 billion in global revenue, its parent company, Canon Inc., as of 2024 has ranked in the top-10 for U.S. patents granted for 41 consecutive years†. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To learn more about Canon, visit us at www.usa.canon.com and connect with us on LinkedIn.

Workstyle Description

Full-Time On Site - This position requires full-time presence at your assigned office(s)/worksite(s)/territory on your scheduled work days.

Posting Tags

#LI-RH1 #PM19 #LI-Onsite