Hybrid Sales Escalations Specialist

Canon Information Technology Services; Chesapeake (VA); Hybrid; USD 23,000 - 29,000; Full time

Benefits offered by this job

Health insurance

Holidays (paid)

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 will coordinate with internal teams to address return discrepancies and ensure timely refunds, while providing process guidance and escalation support. The ideal candidate is a resourceful problem-solver with strong communication skills, patience, and the ability to manage competing priorities in

Qualifications

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

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

Verbal and written communication

Customer service experience

Research and troubleshooting

Patience and empathy

Attention to detail

Multitasking in virtual environment

Technical knowledge: hardware/software

Education

High school diploma or equivalent

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 will coordinate with internal teams to address return discrepancies and ensure timely refunds, while providing process guidance and escalation support. The ideal candidate is a resourceful problem-solver with strong communication skills, patience, and the ability to manage competing priorities in