Sales Escalation Specialist - Hybrid

Canon Information Technology Services, Inc.; Chesapeake (VA); Hybrid; USD 23.000 - 29.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Dental insurance

Vision insurance

Company holidays

Vacation and sick leave

401(k) with company match

Tuition reimbursement

Employee discounts

Zusammenfassung

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

You will provide process guidance and escalation support, coordinate with internal teams to address return discrepancies and ensure timely refunds. The ideal candidate is a resourceful problem-solver with strong communication skills, patient and professional, able to manage competing priorities

Qualifikationen

• High school diploma or equivalent.
• 2–4 years of customer service experience.
• 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.

Aufgaben

• 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.

Kenntnisse

Verbal communication

Written communication

Troubleshooting

Customer service experience

Empathy

Computer knowledge

Attention to detail

Multitasking

Ausbildung

High school diploma or equivalent

Jobbeschreibung

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

You will provide process guidance and escalation support, coordinate with internal teams to address return discrepancies and ensure timely refunds. The ideal candidate is a resourceful problem-solver with strong communication skills, patient and professional, able to manage competing priorities