Escalation Spec, CCO


Processes incoming service and supply customer calls as appropriate. Processes customer requests that are received via e-mail, fax, web, chat etc. Assists with departmental training. Participates in continuous improvement/quality initiatives, policies and processes, ensures customer needs and requirements are met or exceeded and cooperates with peers and management to achieve RICOH's corporate goals.

  • Highly trained and specialized group handling escalations from internal and external customers.
  • Expert in all CCO and exception processes.
  • Ability to identify and determine root cause of service and supply issues and work through to resolution
  • Assists with click to chat.
  • Ability to assist with Multichannel all facets of service and supplies.
  • Responsible for dealer reassignments
  • Responsible for first level workflow approvals and rejections.
  • Responsible for Call handling
  • Works Duty Manager Escalations
  • Assists with OFSC Assignment
  • Resolve more complex issues promptly and accurately
  • Maintains database integrity by ensuring verification of customer information and file maintenance (i.e. contact information, customer account changes, address, phone #, equipment ID#, etc).
  • Communicates customer service needs to technicians using appropriate channels.
  • Allow for flexible time availability to accommodate work schedule, when necessary.
  • Provides information management when situations arise which may require their involvement.
  • Handling of escalated inquires promptly and accurately (Web and phone escalations/inquiries)
  • Assist and work with others to answer questions.
  • Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)
  • Strongly prefer 1-2+ years experience in call center or customer service operation as lead or subject matter expert.
  • High school diploma or equivalent is required.

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

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