For 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 www.xerox.com and explore our commitment to diversity and inclusion.
Position Concept
An exciting opportunity to join a team of Customer Relations Specialists (CRS) whose primary task is to assist Xerox customers with their inquiries. The CRS takes ownership of customer enquiries / complaints and uses a closed loop process entailing researching, connecting with the appropriate business groups, and driving timely resolution for the customer. The successful candidate will also operate within the guidelines of Xerox Policies and Procedures.
Essential Functions
Ability to multi-task in a fast-paced environment with minimal supervision and a high level of customer interface. Must understand contract documents and terms of obligations. Evaluate if credit or debits need to be issued and rationalize payment plans with customers. Ability to identify root cause and implement process improvement procedures to eliminate. Working knowledge of customers overall business accounts. Customer visits as necessary. Owner of customer file end to end for resolution. Ability to recommend alternatives for problem resolution. Self-directed position may determine methods and procedures on new assignments and provide guidance to new hires. Analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results. Product knowledge to understand customer objectives. Ability to explain machine performance and invoices in detail. Understand price plans for service.
Skills:
Fully Competent in all aspects of assignment Ability to help peers Negotiating skills
Education and Experience:
Minimum: High School, plus PC and typing experience. Technical experience. 6 months Preferred: Community College Diploma/University Degree or equivalent experience.
Roles & Responsibilities
- Effectively manage and take ownership of customer inquiries (phone, email, online via xerox.ca) through to resolution
- Research and analyze customer issues and recommend solutions within empowerment guidelines
- Process billing adjustments with a high level of accuracy
- Effectively interface with other internal departments as required
- Escalate issues to resolve inquiries within pre-defined service levels
- Ensure excellent customer experience
- Participate in process improvement initiatives
Skills & Qualifications
- Bilingual (French and English)
- College / University degree or business equivalent
- Extremely customer-focused
- Strong team player
- Excellent telephone, organizational, and problem-solving skills
- Ability to work quickly in high pressure situations
- Superior interpersonal and communication skills
- Ability to multi-task with keen attention to detail
- Superior computer skills and technical proficiency