Job Description

The Tier 1 FULL TIME ON SITE Customer Service Representative answers customer questions and requests for supplies, service and troubleshoots 1st level technical issues via inbound calls, voice mails, emails and alerts. Tier 1 is responsible for positively building and maintaining excellent customer service through technical support, clear and concise communications and follow up with customer on company schedule, requested lead and delivery times.

DUTIES AND RESPONSIBILITIES

• Communicate effectively with internal and external customers
• Identify the customer’s need and respond appropriately and efficiently with a sense of urgency
• Field Calls and quickly transfer to the correct department
• Work with Tier 2 team to seamlessly pass escalated customer technical issues quickly and efficiently
• Track, route, and escalate unresolved issues to Management
• Follow established guidelines specific to each customer call
• Locate, confirm, and document appropriate information, which may entail multiple systems
• Remain current on constant process updates and technology used within the company
• May utilize multiple communication channels including but not limited to telephone, fax, email, online chat, etc. to assist the client
• Performs other duties as directed by management
• Communicate clearly and concisely both in oral and written form
• Perform duties with awareness and in accordance with the organization's policies and applicable laws

EXPERIENCE & QUALIFICATIONS

• High School Diploma: or two years to three years related experience and/or training; or equivalent combination of education and experience.
• Experience in a call center environment a plus.
• Must be ON SITE M-F 8am -5pm
• Knowledge of Word Processing software; Spreadsheet software; Order processing systems and Contact Management systems
• Ability to empathize with customer is critical
• Experience in Customer Service
• Ability to work in a fast-paced environment
• Ability to multi-task (i.e. talking and typing simultaneously)
• Possess organizational and time management skills
• Proficient in Microsoft Office (Word, Excel, Outlook) and basic internet skills
• Demonstrate professional verbal and written communication skills
• High degree of initiative, mature judgment and discretion
• Ability to navigate through multiple systems

Company Description

DEX imaging was founded in 2002 with the goal of becoming the nation’s largest independent imaging dealer. Our innovative strategies have revolutionized how dealers do business today. We are the dominant force in the marketplace due to our focus on quality service and community outreach. As one of the nation’s leading providers of document imaging equipment, DEX imaging not only sells and services the world’s top-performing copiers, printers, and MFPs, we also provide an extensive range of on-site and off-site support services for clients who have specialized document production demands. We don't just offer service, we redefine it. When you work with DEX, you're not joining a company...you are becoming part of a team, part of a family and part of a culture. We don't want you to work; we want you to work towards a better future. DEX imaging is dedicated to our team's growth and we pride ourselves on establishing long-term careers.