| Employer: | Stewart Business Systems |
| Job Location: |
Burlington - Burlington County |
| Employment Type: | Full Time |
| Salary Range: | $11 - $13 per hour |
| Benefits: | Health, dental, vision, 401k, disability insurance, and more |
Description: |
As a wholly owned subsidiary of Xerox Corporation, Stewart Business Systems provides you with a solid foundation to build a successful and long term career. For 50 years, we have maintained strong alliances with leaders who are at the forefront of emerging technologies. Stewart offers you the confidence that you are affiliated with a company that is customer focused, growth oriented, locally operated, fun, and will be here for many years to come.
Stewart Business Systems is dedicated to providing continuous career development for all employees. Getting your career on the right path takes involvement from both you and your company. We work with you in assessing where you currently are, where you want to be, and how to get there.
Our investment in career development reflects our commitment to attracting, developing, and retaining top talent. We continuously strive to build a great workplace and provide every opportunity for you to build a career that changes and grows with you.
We are looking for a Customer Advocate to handle all incoming and outgoing customer communication with regard to requests for service/supplies. |
Duties: |
Accurately enter service and supply calls placed by phone, email, or online chat.
Research calls utilizing existing information, archived work orders, and interdepartmental interactions.
Establish effective working rapport with customers via, phone, email, or online chat.
Provide first-level assessment and triage of calls. Assist customers with troubleshooting and resolution of basic issues to avoid on-site service calls.
Understand individual customer needs and escalate situations for immediate resolution.
Dispatch service calls to technicians, keeping in mind response time goals, technicians' abilities, territories, and other designated criteria.
Monitor technician call volume; make adjustments when necessary.
Update and manage calls in assigned territory. Proactively communicate estimated time of arrival to customers.
Ensure timely processing of all chargeable service work orders to the Billing Department.
Understand and use the OMD/ADS software for contract inquiries, account holds, parts inquiries, and supply item look-up.
Work closely with Field Service Managers to ensure coordination, response time goals, and customer satisfaction.
Work with Parts department to ensure call completion in a timely manner.
Maintain a thorough working knowledge of each division and its products, contracts, and call types.
Communicate with management and team leaders regarding call concerns.
Perform other duties as assigned |
Qualifications: |
High School graduate or equivalent.
Minimum of two years experience in a customer service setting, preferably a call center environment.
Professional communication skills
Proficiency using Microsoft Office and comfortable multi-tasking in a Windows environment
Ability to type 45 words per minute. Ability to multi-task (type & talk)
Ability to learn OMD/ADS software is required.
Demonstrated accountability and ability to work within a schedule.
Willingness to adhere to all company policies and procedures.
Ability to work collaboratively and effectively in a team-oriented environment |
