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Customer Service Representative (CSR)
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Customer Service Representative (CSR)

Job Description

Seeking individuals with Technical Skills, Great Customer Service, and a Strong Business Acumen.


This position provides a broad spectrum of branch level customer and administrative support services to encompass Hardware and Software sales support and customer retention activities.


Supports, retains and expands the customer base through installations and trainings, account visits, and competitive system identification. Provide pre-sales support through equipment demonstrations, application selling, and prospect studies and analysis.


Duties:


          Assists with walk-through, mapping, and other assessment-related activities as required


  • Conducts customer training on all essential hardware functions, including copy, fax, print, scan, document filing and retrieval, web interface.

  • Installs and trains on print drivers, fax drivers, and scanning features

  • Addresses customer questions and concerns

  • Follows up as appropriate with sales representative

  • Current Customer retention/expansion

  • Visits top 100 customers on a bi-annual basis and the rest annually to build rapport and identify opportunities

  • Generates sales leads, and communicates with appropriate sales representative

  • Seeks ways to increase output volume in existing accounts

  • Qualifies accounts for document applications

  • Provides feedback to sales representative

  • Addresses and remedies any customer concerns (Care accounts)

  • Demonstrates empathy and understanding of customer concerns

  • Strategizes with sales and service on account situation and action plan

  • Schedules/plans aggressive timetable for remedy

  • Documents actions taken; serves a liaison between customer, sales and service

  • Plans and time-activates follow up to ensure customer satisfaction

  • Provides pre-sale support

  • Conducts studies and gathers information that will assist in sales approach

  • Participates in presentations, proposals, and demonstrations

  • Conducts training for product certifications



EDUCATION / EXPERIENCE • Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Job Requirements

QUALIFICATIONS


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


EDUCATION / EXPERIENCE


Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.


LANGUAGE SKILLS


Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.


MATHEMATICAL SKILLS


Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.


REASONING ABILITY


Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.


COMPUTER SKILLS


To perform this job successfully, an individual should have knowledge of Spreadsheet software; Word Processing software and Email & Calendaring.


OTHER SKILLS AND ABILITIES


Ability to install print drivers on customer networks. Knowledge of technical features of copiers, printers, and fax equipment. Ability to learn new information quickly and independently.


OTHER QUALIFICATIONS


Must be able to travel 75% of the time.

Job Snapshot

Base Pay $28,000.00 - $32,000.00 /Year
Employment Type Full-Time
Job Type Sales
Education 4 Year Degree
Experience Not Specified
Manages Others Not Specified
Industry Office Supplies - Equipment
Required Travel Not Specified
Job ID APL8223-3
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Customer Service Representative (CSR)


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