Area Customer Service Coordinator.Managed Services Onsite at Metasys Technologies in Minneapolis, MN

Job description

• Candidates who receive an offer will be required to successfully complete a background check and drug test as a condition of employment.
• 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.

Responsibilities

• 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
• •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

Requirements

• THIS IS A DRIVING POSITION. IF THEY DO NOT HVE A CAR DO NOT SUBMIT THEM.
• Pay Rate: *** per hour
• Work Address: 2410 Girard Ave N, Minneapolis, MN 55402 there are many address that the employee will be working at it’s a driving position.
• Dress Code: Business casual for all locations
• COVID Requirements: not at this time
• Driving: Yes, you will need to drive a personal car MVR is needed Ricoh will pay mileage. If an employee is hired directly to Ricoh they would continue to do the same job.
• Interview Type: Teams interview with camera.
• Our sites deliver mail, do print jobs putting them together, answering the phones changing toner in the machines placing service calls for the machines. Strong customer service skills, someone who can deal with change, fast learner, deals well under pressure will be successful. There is walking to deliver toner and mail lifting 50 lbs. Be able to use Microsoft, word, excel, outlook, PowerPoint. There is free parking if they have to pay Ricoh would reimburse.
• 90 S 7th Suite 3600 Minneapolis, M
• 614 McKinley Place Minneapolis, MN 55413
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• 220 S 6th St Suite 300 Minneapolis, MN
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• 7930 Century Blvd Chanhassen, MN
• 900 Bob Ehlen Dr Anoka, MN 5***th St NW Rochester, MN 55901
• 7615 Smetana Ln Eden Prairie, MN ***7th St NW Rochester, MN 55901
• 1600 Utica Ave S, Suite 750 St Louis Park, MN 55416
• 3333 West Broadway Ave Robbinsdale, MN 55422
• 671 Vandalia Ave St Paul, MN 55114
• 3535 Vadnais Center Drive St Paul, MN 55110
• 2410 Girard Ave N Door 6 Minneapolis, MN 55411
• 1000 Nicolette Mall South Tower 15th floor Minneapolis, MN 55441
• 1101 South Third Street Minneapolis, MN 55402
• 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.
• •Possesses ability to work in a team environment by maintaining positive, productive relationships with co-workers
• •Possesses ability to adapt to changing situations, flexibility, high motivation, and sense of urgency.
• •Possesses basic math skills.
• •Possesses judgment in making sound justifiable decisions and taking action in solving problems.
• •Possesses ability to perform repetitive work by continuously executing different tasks according to set procedures, sequence or pace while maintaining quality and output standards.
• •Possesses commitment to task by having started and persisted with specific courses of action.
• •Possesses excellent oral communication skills by being able to clearly present information through the spoken word in positive and negative circumstances.
• •Possesses working knowledge of account services to facilitate job scheduling.
• •Possesses ability to comprehend written and verbal instructions from customers and effectively translate to site resources
• •Possesses ability to resolve customer related issues.
• •Possesses ability to troubleshoot and coordinate problem resolution.
• •Possesses proficiency in the use of Microsoft and computers.
• •Routinely may be asked to report to an alternate site on any given day which could result in walking, driving or other modes of transportation to that alternate site and a longer commute time that exceeds scheduled shift

Skills

Required

• Strong customer service skills
• Ability to deal with change
• Fast learner
• Deals well under pressure
• Basic math skills
• Ability to work in a team environment
• Ability to adapt to changing situations
• Flexibility
• High motivation
• Sense of urgency
• Judgment in making sound decisions
• Ability to perform repetitive work