Client Service Representative II

Canon Solutions America; Town of Texas (WI); On-site; USD 23,694 - 32,194; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) savings plan

Job summary

Canon Solutions America in Wisconsin is seeking a candidate for a critical role involving site operations management. Responsibilities include overseeing daily workflow, training staff, and interacting with clients while ensuring customer service excellence.

The ideal candidate should have a high school diploma or GED, 1-2 years in a similar role, and the ability to lift 50 lbs. Additionally, the role offers competitive compensation with benefits such as medical, dental, and a 401(k) plan.

Qualifications

• 1 to 2 years of related experience in customer service.
• Good computer/technical knowledge.
• Prior experience in a customer service environment.

Responsibilities

• Oversee workflow and ensure tasks are completed within service-level agreements (SLA).
• Communicate and train the team on changes to workflow or procedures.
• Promptly respond to management and client requests via various communication channels.

Skills

Customer service

Communication skills

Ability to multitask

Computer skills

Education

HS Diploma or GED

Job description

About the Role

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

Responsibility

• 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.
• May serve as main point of contact to the client for daily activity and participate in client meetings on account activity.
• Duties 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 classes of United States 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: Skills & Expertise

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 50 lbs.
• 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.

Benefits

• Competitive compensation and benefits package, including medical, dental, vision, 401(k) savings plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and more.

Equal Opportunity Employer

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.