Client Services Specialist - Syracuse, NY

JOB DESCRIPTION:

A successful Client Services Specialist ensures client satisfaction. This includes daily interaction with our clients, addressing inquiries and resolving issues, providing a higher level of client support for our products and services. Assist sales team and other staff to process customers’ needs. In addition to analyzing and tracking supply orders, you will work on procuring supplies, responding to supply demand, and processing orders. Internal communication with all departments and levels of management are vital to the success of the Client Services role. Review of inbound communication, service tickets, supply orders and statuses, and the efficiencies of processing orders are some key aspects of this position. You will dispatch our field service technicians to repair devices via inbound request from clients and third-party vendors. This role requires some invoicing for chargeable supplies and service calls. This will entail, ensuring the invoice charges are accurate as well as emailing or mailing the invoice to the appropriate contact.

KEY RESPONSIBILITIES:

• Answer inbound inquiries via phone and email
• Confirm client contact information, identify client issue, determine action plan, and resolve issue in a timely manner
• Document client communication into ticketing system
• Callback to client based on submitted email, voice mail requests for service or supplies
• Ask follow-up questions regarding the problem reported
• Document information and submit ticket to corresponding team
• Process supply order replenishment and other supply order via internal warehouse stock or third-party vendors
• Analyze all supply requests before making decision on whether to ship or not
• Coordinate communication between various internal departments for process flow improvements 
• Process chargeable service and supply invoices
• Update item records in our software applications
• Generate reports using Excel
• Complete other tasks and ongoing training assigned by Manager

SKILLS AND QUALIFICATIONS:

• High school diploma required
• Minimum one year experience in a client service work environment
• One year experience in a call center environment preferred
• Knowledge of MAC/PC hardware and operating systems, Mobile devices, and printers/scanners
• Ability to prioritize and multitask assigned issues in a fast-paced work environment
• Proactive attitude of client service and integrity
• Knowledge of Microsoft Office and ticketing system applications
• Demonstrated problem troubleshooting, root cause and resolution skills
• Ability to work in a team environment with effective communication

BENEFITS:

• Excellent benefit offerings including: medical, dental, vision, and supplemental insurance
• Company paid life insurance and long-term disability insurance
• 20 days of paid time off 
• 401(k) plan with matching company contribution 
• Annual company store allowance
• Enrollment into bonus opportunity program 

“Our growth is mirrored by the quality of people we have invested in.” – Louis F. Usherwood, CEO

Usherwood Office Technology is an Equal Opportunity Employer.

Visit us at www.usherwood.com