Escalation Spec, CCO
Ricoh USA

Job Info

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Processes incoming service and supply customer calls as appropriate. Processes customer requests that are received via e-mail, fax, web, chat etc. Assists with departmental training. Participates in continuous improvement/quality initiatives, policies and processes, ensures customer needs and requirements are met or exceeded and cooperates with peers and management to achieve RICOH's corporate goals.

JOB DUTIES AND RESPONSIBILITIES

• Highly trained and specialized group handling escalations from internal and external customers.
• Expert in all CCO and exception processes.
• Ability to identify and determine root cause of service and supply issues and work through to resolution
• Assists with click to chat.
• Ability to assist with Multichannel all facets of service and supplies.
• Responsible for dealer reassignments
• Responsible for first level workflow approvals and rejections.
• Responsible for Call handling
• Works Duty Manager Escalations
• Assists with OFSC Assignment
• Resolve more complex issues promptly and accurately
• Maintains database integrity by ensuring verification of customer information and file maintenance (i.e. contact information, customer account changes, address, phone #, equipment ID#, etc).
• Communicates customer service needs to technicians using appropriate channels.
• Allow for flexible time availability to accommodate work schedule, when necessary.
• Provides information management when situations arise which may require their involvement.
• Handling of escalated inquires promptly and accurately (Web and phone escalations/inquiries)
• Assist and work with others to answer questions.
• Performs other duties as assigned.

This job has expired.