POSITION OBJECTIVEFollows prescribed processes and procedures including systems, schedule adherence and tool utilization.
Provide an exceptional service experience when handling incoming customer requests. Determine nature of customer request and provide the appropriate support or escalation. Handle additional dedicated and non-dedicated customer requests as needed. Interact with external systems per customer requirements. Follows standard Service Level Agreement (SLA) Management practices.
PRIMARY DUTIES AND RESPONSIBILITIES
Communicate clearly and professionally with customers to handle requests efficiently.
Handle inbound requests including support incidents, service requests, meter readings and orders using internal and external multi-media following customer specific procedures and policies.
Triage customer requests to determine best course of action using active listening and/or research including proper handling of account specific procedures.
Identify urgent situations that require additional actions to satisfy the customers’ needs including supply sourcing/expediting as well as incident and customer specific project escalation.
Follow through on customer commitments, research as needed using available resources.
Provide standard SLA and escalation management based on customer entitlement.
Routine monitoring of specified customers, follow up with direct and indirect resources; document activity and complete incident in applicable systems.
Actively participate in learning opportunities and completes assigned curriculum in a timely manner; apply knowledge learned to continuously improve the customer experience.
Complete other projects and tasks as assigned by management.
EDUCATION AND EXPERIENCEHigh school diploma or equivalent.
Minimum 2 years experience in customer service.
OTHER SKILLS, REQUIREMENTS AND CERTIFICATIONS
Excellent verbal and written communication skills.
Knowledge of systems and applications used to support a call center environment.
Good customer service and interpersonal skills.
Ability to problem solve and perform basic troubleshooting with minimal assistance.
Computer skills- Microsoft Office, Word, Excel, PowerPoint.
Positive attitude and collaborates well with team members.
Ability to multi-task work in a fast paced environment.
Occasional travel as requested.
This position requires sitting at a desk with a computer monitor for several hours at one time.
The vision requirement include: close vision, peripheral vision, depth perception, and ability to adjust focus.
Konica Minolta offers:
Competitive compensation program.
Outstanding benefits package (including medical, dental, vision, company-paid disability and life insurance).
401(k) plan with matching company contribution.
Excellent holiday/vacation plans.
Employee Referral Bonus Program.
Ongoing training opportunities.
Visible, exciting work supporting the sales of cutting edge technology and workflow solutions.
KMBS is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.