Escalation Spec, CCO

POSITION PROFILE

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.

JOB DUTIES AND RESPONSIBILITIES
  • 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.

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at 866-428-9959.

5000735660106