Hybrid Sales Escalation Specialist

Canon Virginia, Inc; Chesapeake (VA); Hybrid; USD 23,000 - 29,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Company holidays

Paid vacation and sick leave

401(k) with company match

Tuition reimbursement

Employee discounts

Professional development

Job summary

Canon Information Technology Services, Inc. is seeking a Sales Escalation Coordinator to support Sales Representatives, resolve complex customer concerns, and ensure a positive customer experience.

You’ll coordinate with internal teams to address refunds and return discrepancies and ensure timely refunds. This hybrid role offers two fixed in-office days per week with remote work on other days, plus competitive hourly pay and a comprehensive benefits package including health insurance, 401(k),

Qualifications

• High school diploma or equivalent.
• Minimum of 2-4 years of experience in a customer service role.
• Strong verbal and written communication skills.
• Proficiency in research, troubleshooting, and problem-solving.
• Patience and empathy when assisting customers and resolving concerns.
• Knowledge of computer hardware, software, and operating systems.
• Strong attention to detail and accuracy.
• Ability to multitask, prioritize, and organize work effectively in a virtual environment.

Responsibilities

• Provide process guidance and escalation support to Sales Representatives to help ensure timely and favorable resolutions to customer inquiries and complaints.
• Negotiate effective resolutions to escalated sales inquiries.
• Assist with enforcing policies and procedures within the sales group.
• Monitor the sales department to identify training needs and opportunities for improvement.
• Coordinate with the Returns Warehouse to resolve return discrepancies and help ensure refunds are issued in a timely manner.
• Maintain accurate records of interactions with the sales team and customers, including inquiries, comments, complaints, and actions taken.
• Promote high levels of customer satisfaction while balancing service quality, efficiency, and productivity.
• Maintain established performance standards for reliability, quality, research and resolution, and learning and growth.
• Perform other duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Research

Troubleshooting

Problem-solving

Multitasking

Education

High school diploma

Job description

Canon Information Technology Services, Inc. is seeking a Sales Escalation Coordinator to support Sales Representatives, resolve complex customer concerns, and ensure a positive customer experience.

You’ll coordinate with internal teams to address refunds and return discrepancies and ensure timely refunds. This hybrid role offers two fixed in-office days per week with remote work on other days, plus competitive hourly pay and a comprehensive benefits package including health insurance, 401(k),