Customer Care Escalation Spec
Konica Minolta Business Solutions USA, Inc., a global Fortune 1000 company and one of Forbes 2017 America's Best Large Employers, is transforming the way we all do business. From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to drive innovation and make work possible from anywhere at any time. Our award-winning products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards. At Konica Minolta, you'll work for an amazing technology company with growth opportunities, great benefits and talented, passionate co-workers. Position Objective This position is the sole contributor who is the final arbiter for service escalations with regards to problematic machines. Individual will act as the facilitator for all service escalations by coordinating among sales reps, customers, warehouse team and technical staff. S/he will ensure that all service escalations and complaints are managed to the excellent professional standards and within Meridians terms and policies. Essential Job Functions Projects a professional company image through phone interactions with external and internal customers. Demonstrates ownership of escalated issues and analyzes situations promptly and determines proper course of action and prioritizes tasks accordingly. Facilitates amongst all parties involved with escalation situation including customer, warehouse, technical staff, delivery crew, sales staff and other managers as needed. Builds, develops, and enhances customer experience to ensure retention. Ensures that all customer conversion installs have an excellent customer experience by uncovering needs proactively and communicates process to all parties involved. Identifies and reports systemic issues causing complaints to improve processes and deliverables. Notices trends that improve customer experience and satisfactions. Identifies areas of duplication in efforts and streamlines workflow. Prepares service reports and trending reports in an easy to understand format to assist sales and retain customers. Responsible for maintaining a high level of customer service. Upsells products and services. Performs other related duties and tasks as assigned. Competencies (Knowledge, Skills and Abilities) Problem solving skills Excellent written and verbal communciation skills Exceptional customer service skills Strong organizational skills and attention to detail Time management Must work well in a team environment Experience, Educational Reqts and Certifications Associate degree Bachelor's degree preferred Minimum 5 years industry experience Konica Minolta Offers: Outstanding benefits package (including medical, dental, vision, life insurance) 401(k) plan with matching company contribution Generous holiday and paid time off schedules Tuition Assistance Program Employee Referral Bonus Program Ongoing professional development training Visible, exciting work supporting sales of cutting edge technology and workflow solutions. Join Konica Minolta and help drive innovation as we transform the Workplace of the Future. (TM) Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.