Service Delivery Escalation Expert

Ricoh USA, Inc.; Duluth (GA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) plan

Tuition assistance

Paid vacation & holidays

Job summary

Ricoh USA, Inc. is seeking a Specialist, Service Delivery Escalation to deliver exceptional customer experiences in a fast-paced, high-volume environment. This role partners with frontline teams to resolve escalated issues and drive continuous service improvements.

Ideal candidates have strong communication and problem-solving skills, a proven ability to mentor others, and experience in managing multiple priorities with professionalism and integrity.

Qualifications

• Minimum of 3 years of experience in a high-volume contact center environment as a Customer Service Lead, SME, or similar role.
• Associate's or Bachelor's degree preferred.
• HDI Certification preferred.
• ITIL v3 or ITIL v4 Certification preferred.

Responsibilities

• Escalate and manage issues from internal and external customers.
• Serve as SME for contact center programs, exception policies and processes.
• Identify root causes of service and supply issues and drive resolution.
• Own customer issues and push for timely resolutions and positive experience.
• Follow up with customers to ensure complete resolution and satisfaction.
• Maintain composure during difficult interactions and de-escalate when needed.
• Collaborate with management, partners and teams to ensure issue resolution.

Skills

Customer service

Communication

Problem solving

Multitasking

Mentoring

Education

Associate's degree

Bachelor's degree

HDI Certification

ITIL v3 or v4 Certification

Job description

Ricoh USA, Inc. is seeking a Specialist, Service Delivery Escalation to deliver exceptional customer experiences in a fast-paced, high-volume environment. This role partners with frontline teams to resolve escalated issues and drive continuous service improvements.

Ideal candidates have strong communication and problem-solving skills, a proven ability to mentor others, and experience in managing multiple priorities with professionalism and integrity.