Customer Service Representative

Customer Service Nashville, Tennessee


Description

  

JOB SUMMARY

 

The Customer Service Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

Customer Service Duties
 
  • Send customer information to internal departments to be entered in Print Counts website.
  • Contact customer to schedule appointments for new installation. 
  • Explain the Print Counts process and involvement to customer (How to place service calls, auto toner process, toner recycling program.
  • Onboarding of premier and platinum printers.
  • Obtain printer information for admin to put into EAUTO (Vicinity, serial, make/model, meter, IP….)

Perform/Install software 
  • Wifi local device
  • Discovery
  • Patrol
  • Patrol box
  • Perform MIB walks at request of development team

Maintaining Print Counts Website (data entry)

  • Sending updates to internal departments for updated customer information (Address/Phone/Contact name)
  • Staging equipment
  • Deleting equipment
  • Deleting duplicates
  • Editing printer information (Vicinity)
  • Widening IP ranges
  • Deleting Inactive accounts
  • Disabling/Enabling toner alerts or adjusting threshold
  • Updating subnet/IP information on scan ranges
  • Staging generic equipment for sales purposes
  • Updating Generic models to correct models after KB is updates
Assisting Customer
  • Courtesy visits/courtesy phone calls
  • Supply orders
  • Placing service calls 
  • Obtaining AR email info for electronic invoices
  • Escalating critical situations to Director or service manager 
  • Picking up or arrange pick up for empty toner cartridges 


 

MANAGEMENT AND SUPERVISORY RESPONSIBILITY

 

 

  • Typically reports to Customer Service Supervisor   
  • Job is not directly responsible for managing other employees.   

 

 

JOB QUALIFICATIONS

 

KNOWLEDGE REQUIREMENTS

 

  • Must possess excellent customer service skills and work well within a team environment.
  • To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Order processing systems and Contact Management systems.
  • Completes additional tasks and assignments as requested by Customer Service Manager.

 

 

EDUCATION AND EXPERIENCE REQUIREMENTS

 


  • Six months to one-year customer service experience and/or training; or equivalent combination of education and experience.

 

 

 

 

 

WORKING CONDITIONS

 

 

  • Regular business hours. Some additional hours may be required.
  • Travel requirements: Domestic: Up to 20%
  • Climate controlled office environment during normal business hours.

 

 

PHYSICAL REQUIREMENTS

 

Sitting

Up to 7 hour(s) a day

Lifting

Up to .5 hour(s) a day, up to 50lbs max. ^

Walking

Up to 2 hour(s) a day

Pushing/ Pulling

Up to .5 hour(s) a day, up to 50lbs max. ^

Standing

Up to 4 hour(s) a day

Climbing

Up to .5 hour(s) a day

Bending/ Squatting/Stooping

Up to 1 hour(s) a day

Stairs

Up to .5 hour(s) a day

Reaching

Up to 2 hour(s) a day

Ladder

Will not apply generally

Balancing

Will not apply generally

Step stool

Will not apply generally

Twisting

Up to 1 hour(s) a day

Excessive heat exposure

Will not apply generally

Crawling

Will not apply generally

Excessive cold exposure

Will not apply generally

Hands in water

Will not apply generally

Dust exposure

Will not apply generally

Kneeling

Up to 1 hour(s) a day

Lound noise exposure

Will not apply generally

Data Entry/Typing

Up to 4 hour(s) a day

Humidity exposure

Will not apply generally

Unusual hearting or vison demands: None Specified

^Other physical demands or notes: Employees should not attempt to lift pull or push a load excess of 50lbs without assistance. Care should always be taken when lifting, punching, or pulling in an awkward position.

 

 

 

DISCLAIMER

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this job. It is not designed o contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be requires by employees in the job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations made to enable individual with disabilities to perform essential functions.

This job description does not imply or cannot be considered as a part of an employment contract. DEX Imaging as an Equal Opportunity Employer.

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