Customer Care Associate / DispatcherGeneral informationCity: SacramentoState/Province: CaliforniaCountry: United StatesDepartment: Technical Customer ServicesDate: Monday, November 1, 2021Working time: Full-timeRef#: 20013629Job Level: Individual ContributorJob Type: ExperiencedJob Field: Technical Customer ServicesSeniority Level: AssociateDescription & RequirementsAbout Xerox Holdings CorporationFor more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at xerox.com and explore our commitment to diversity, inclusion and belonging.Job Summary :Primarily responsible for answering all incoming calls and coordinating dispatch for service, greeting guests to the building in a professional manner, processing the mail (incoming and outgoing), and other general duties as assigned in support of Service and Administration.Essential Duties and Responsibilities :Greet and receive customers in a professional and friendly manner.
Answer multiple phone lines and direct calls and/or relay messages to proper person in one attempt.
Answer customer emails and system generated web alerts regarding toner orders and service calls.
Dispatch service calls to proper technician while on call with customer.
Follow up with technician if customer has not been contacted in a timely manner.
Ensure billing of all chargeable service calls; performing the necessary research to resolve any discrepancies in a timely manner.
Process and handle customer pick up orders.
Prepare, pickup and/or post mail daily as needed.
Assist with Administrative projects such as reports, scanning, filing etc.
Maintain professional appearance of reception area (water plants, keep reception desk organized, etc.)
Conform with and abide by all regulatory guidance and internal policies & procedures.
Contribute to department and organization special projects as assigned.
Will work closely with both internal and external customers to meet their service needs.
Required / Preferred Qualifications :Forward thinker, proactive, high integrity.
High energy, self-motivated, self-starter.
Experience with MS Word, MS Excel, MS Outlook and ERP programs.
Must be able to effectively handle multiple projects simultaneously in a deadline driven environment.
Ability to work independently and as part of a team.
The individual will be expected to take ownership of and accountability for his / her work product.
Excellent verbal, written communication, and interpersonal skills.
Excellent grammar and skills in preparing business correspondence.
Exceptional customer service skills.
Ability to interface effectively with associates and managers at all levels.
Must have a high level of tact and confidentiality that is essential to deal with sensitive information.
Must have a professional demeanor and be able to stay calm under pressure.
The individual will work closely with all major functional leaders of the Company.
Education / Experience :High School degree.
Two + years’ experience in a similar role doing dispatch and /or reception.
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion! People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking. © 2020 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.#LI-JA1
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