Client Service Representative II

Canon U.S.A., Inc.; Addison (TX); On-site; USD 49,285,017 - 66,965,136; Full time

Job summary

Canon U.S.A., Inc. in Dallas, TX is seeking a Client Service Representative II to manage site operations and support customer service delivery. You will assign tasks, monitor workflows, and ensure adherence to account SLAs while coordinating with team members and clients.

The role requires 1–2 years in customer service, strong communication, and the ability to multitask. It is an on-site, full-time position with potential for cross-functional coverage and the need for some OT as required.

Qualifications

• HS Diploma or GED or equivalent experience.
• 1–2 years of related customer service experience.
• Good computer skills/technical knowledge.
• Ability to multitask and prioritize to meet deadlines.
• Good customer service and communication skills.

Responsibilities

• Inform supervisor of potential problems or customer concerns.
• Respond promptly to management and client requests via emails, phone, text, and verbal communication.
• Provide high-quality customer service and maintain client relations.
• Contribute to the Site Procedure Guide to record account processes.
• Oversee workflow and balance among staff to meet SLA requirements.
• Train team on workflow or procedure changes.
• Maintain daily/monthly records of service activity.
• Act as main client contact for daily activity when appropriate.
• Support various site services based on location requirements.

Skills

Customer service

Communication

Multitasking

Time management

Teamwork

Education

HS Diploma/GED

Tools

MS Office

Job description

Client Service Representative II

Location: Dallas, TX, USA

Company: Canon U.S.A., Inc.

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

• Promptly informs supervisor of potential problems or customer concerns.
• Promptly reviews and responds to management and client requests via emails, phone calls, text messages and verbal.
• Strong focus on providing good customer service.
• Contributes to the creation of the Site Procedure Guide to ensure all account processes are properly recorded.
• Oversees workflow and job balance between staff and ensures tasks are completed within account SLA requirements.
• Responsible for communicating and training team in changes to workflow or procedure.
• Oversees and manages daily and monthly records on service activity.
• Effectively communicates with the client and staff.
• Where appropriate, may serve as main point of contact to the client for daily activity and participate in client meetings on account activity.
• Responsibilities may include Copy/Print Production/Copy Center, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, File Room/Records File Services based on assigned location.
• Attends cross-functional trainings to ensure ability to provide coverage when short-staffed.
• Site responsibility and location of coverage may change based on client and/or division needs.
• Responsible for prompt and accurate receiving, sorting, delivery, pick up, and processing of all courier items, interoffice mail, newspapers, magazines and all classed of US Postal Services mail.
• Tracks courier and accountable items (FedEx, UPS, Certified Mail, etc).
• Researches and routes unidentified and generic mail.
• Receives, logs, delivers and tracks messenger items.
• Responds to customer requests.
• Performs routine upkeep of equipment.
• Records and tracks customer inquiries and fulfillment of requests.

About You: The Skills & Expertise You Bring

• 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.

In accordance with applicable law, we are providing the anticipated rate for this role: $17.20 - $23.37 hourly

Workstyle

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

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

You must be legally authorized to work in the United States. The Company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire.