Customer Service Floater
Company: Ricoh Americas Corporation
Location: Indianapolis
Posted on: May 4, 2024
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Job Description:
Come Create at Ricoh
If you are seeking a team driven by passion and purpose, come
create with us at Ricoh. We are a team of information seekers and
customer-obsessed collaborators who aspire to deliver the services,
solutions, and technologies that empower business success. We are
looking for talented, inspired individuals to join us to help drive
high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects
people and technology, creates outstanding customer experiences,
and delivers innovation for businesses worldwide. We empower
digital workplaces by enabling individuals to work smarter from any
location and harness the power of information--how it is collected,
stored, managed, and shared--to unlock the potential in every
organization. We deliver services and technologies that inspire our
customers' success and guide them toward a better and more
sustainable future. If you are seeking a purpose-driven and
passionate team, come create with us, and help drive our
high-performance culture of excellence into tomorrow.
Invest in yourself
At Ricoh, you can:
Choose from a broad selection of medical, dental, life, and
disability insurance options.
Contribute to your financial security with Retirement Savings Plan
(401K), Health Savings Account (HSA), and Flexible Spending Account
(FSA) investments.
Augment your education with team member tuition assistance
programs.
Enjoy paid vacation time and paid holidays annually.
Tap into many other benefits to enhance your health, wellness, and
ongoing personal and professional development.
POSITION PROFILE
Under the direction of the Enterprise Services Manager (ESM) or
Area Operations Manager (AOM) this key position supports daily
operations, implementations, expansions, and administration of all
Managed Services Accounts within an assigned operational area with
varying sizes. Undertaking all customer support tasks in external
customer/client facilities
The Area Customer Service Coordinator is responsible for a broad
knowledge of Ricoh Service Excellence Methodology, complete
knowledge of account service delivery requirements and Ricoh
portfolio of offered solutions.
Delivers operational support by assisting MS leadership by
supplementing onsite personnel at various customer locations
performing a wide range of duties requiring a versatile skill set
and ability to adapt to varying industries. Additionally, they are
required to support various locations for reasons that may include
vacation, absences, training, implementations, etc. throughout
assigned operational area.
JOB DUTIES AND RESPONSIBILITIES
An integral member of the service team by supporting the daily
operations for all contracted services at customer accounts within
a geographical area
Assists management with process improvement, procedural testing and
validation and ensuring field compliance with operational best
practices.
Support the Field Implementation Managers with the implementation
of new customer accounts and service expansions.
Assists with onboarding new team members and cross training
peers
Assists with the development of Site Procedure Guides and sharing
best practices throughout geographical area.
Routinely inspects Site Procedures Guide for accuracy and
compliance
Knowledgeable of all contracted services within assigned customer
accounts
Performs daily visual inspection of site services and Ricoh and
customer compliancy to safety.
Provide feedback on site experience via survey tool or any other
forms to help improve the customer experience, internal and
external.
May require "standing in" for absences or vacations of the onsite
resources, that may also include site management.
Provides, executes, and supports all aspects of services, which
entails traveling to and from various accounts.
Creates and maintains a customer-focused environment.
Responsible for customer satisfaction by engaging end-user
feedback.
Responsible for escalating customer issue to ESM/AOM and support
the resolution to completion.
Communicates effectively and responds quickly to customer and end
user communication
Collects data and is knowledgeable of the tools and methods used
for the completion of the Monthly Operations Review as directed
Performs other duties as assigned
QUALIFICATIONS (Education, Experience, and Certifications)
Requires high school diploma plus 12 months of related work
experience. Post High School education encouraged and preferred
Could be required to move locations in one day should the business
require it. Also, ability to cover accounts between 40-50 miles
May require valid, violation-free driver's license along with
reliable transportation and minimum levels of auto insurance
coverage per RICOH policy.
Requires intermediate skill level on most common software
applications including file folder management and navigating to
network production folders.
Must maintain and accurately submit monthly expenses in a timely
manner following proper coding requirements.
Ricoh is an EEO/Affirmative Action Employer --
Minorities/Women/Protected Veterans/Disabled.
Keywords: Ricoh Americas Corporation, Lawrence , Customer Service Floater, Hospitality & Tourism , Indianapolis, Indiana
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