Description : Bilingual Position
Weekend AH position
Sat and Sun 8-8 and two other days of the week to be decided if candidate is successful and accepts the position
ESSENTIAL FUNCTIONS : This position requires multi-tasking skills as are required to support multiple lines of business for after hour services.
Establish and maintain a good rapport in a friendly and professional manner supporting both customers and internal partners alike.
Serve as a first point of contact for Xerox : Supporting incoming service calls, email requests, navigate field service provider calls based upon business needs and or customer requirements.
Problem resolution : Gain insight to customer concerns and or requirements and be able to diffuse difficult customer situations when necessary with a focus on providing fact based and tangible solutions (within scope of responsibility).
Ensure live and electronic call process quality by following Xerox call & system processes. Gain knowledge and understanding over time of various departments and redirect calls or concerns thus providing appropriate service to external customers and other various internal business partners (Canadian and U.
S. Operations). Data entry, processing supply and equipment leads via Xerox s internal databases. Organize and prioritize tasks striving to meet business goals and targets.
Work effectively in a team environment as well as independently. Work off shift hours and holidays as department is open 24x7, 365 days a year.
Essential Functions Ordering parts in a critical, cost efficient manner with minimal turnaround time Support with follow-up to orders through utilization of value chain partners to obtain delivery status Empowered to audit and collect on any outstanding Xerox revenue Assist with balancing of parts inventory and reduce stocking errors Support with any additional miscellaneous questions and or requests to ensure a high level of customer focus as it relates to parts Ensure all escalations are Canadian / US are taken care of in a time effective manner Canadian / US install activity Canadian workload management Communicate and cooperate with team members to ensure full ownership of every call is resolved effectively and productively -