Requisition ID 08-05142
Job Description
POSITION PROFILE
Processes incoming service and supply customer calls as appropriate. Processes customer requests that are received via e-mail, fax, web etc. Assists with departmental training. Participates in continuous improvement/quality initiatives, policies and processes, ensures customer needs and requirements are met or exceeded and cooperates with peers and management to achieve IKON's corporate goals.
JOB DUTIES AND RESPONSIBILITIES
· Processes incoming customer requests. Trained on All phone queues used for the support of IKON's aftermarket and inside sales teams.
· Processes web orders and offline requests.
· Maintains database integrity by ensuring verification of customer information and file maintenance (i.e. contact information, customer account changes, address, phone #, equipment ID#, etc).
· Directs customer calls to appropriate department as needed.
· Recognizes and follows up on additional revenue opportunities
· Communicates customer service needs to technicians using appropriate channels.
· Continuously represents IKON in a professional, prompt and courteous manner with all customers.
· Adheres to company policy relating to attendance and punctuality. Allow for flexible time availability to accommodate work schedule, when necessary.
· Provides information management when situations arise which may require their involvement.
· Consistently follows interdepartmental procedures.
· Handling of escalated inquires promptly and accurately (Web and phone escalations/inquiries)
· Assist and work with others to answer questions
· Establish productive working relationships with other departments
· Performs other duties as assigned.
QUALIFICATIONS (Education, Experience and Certifications)
· Requires high school diploma or equivalent. Post high school education is preferred; or a combination of educations and customer service experience.
· Requires 2-3 years of customer service experience, telephony experience is a plus.