Part-time Customer Service Associate, Dispatch

Find your place in our dynamic organization of achievers

As the world's largest independent channel for document management systems and services, IKON Office Solutions is well known for offering best-in-class copier and printer technologies from leading manufacturers and one of the industry's broadest arrays of document management services. But the fact is, it's not just our products that stand out in clients' minds. It's our people. From our sales group to our service and support professionals, we can confidently assert that we have the best team in the business.

We have earned national recognition for:
Integrity At Work: "One of America's Most Admired Companies" - Fortune Magazine
Competitiveness At Work : "One of the 50 Best Companies to Sell For" - Selling Power Magazine
Respect At Work: "Top 50 Companies for Diversity" - Diversity, Inc.
Learning At Work: "Top 100 List" - Training Magazine

Who we are as a company

At IKON, our vision is to be the leader in providing innovative products and services that enable our customers to manage document workflow and increase efficiency. In doing so, we are focused on meeting and exceeding the needs of today's businesses, while offering talented professionals a rewarding, empowering career environment. This is reflected in our Core Values:
Customer Centricity: Always putting our clients first.
Competitiveness: Keeping our leadership edge by being nimble, flexible and responsive.
Energized Teams: Recruiting and retaining world-class people with diverse backgrounds, and providing the training, tools and resources to succeed.
Integrity: The foundation of our relationships with each other, our customers, suppliers and shareholders.Part-time Customer Service Associate, Dispatch
Duluth, GA



Post Description

POSITION PROFILE
Part-time hours 9AM- 1PM Monday - Friday

Processes incoming customer calls and requests, prepares work orders and dispatches service requests to the technicians. Participates in continuous improvement/quality initiatives, policies and processes, ensures customer needs and requirements are met or exceeded and cooperates with peers and supervisors to achieve IKON's corporate goals and to exceed customer expectations.

JOB DUTIES AND RESPONSIBILITIES
Processes incoming customer service requests and calls placed in the automated dispatch system or calls received via fax or e-mail.
Maintains database integrity by ensuring verification of customer information and file maintenance (i.e. contact information, customer account changes, address, phone #, equipment ID #, etc.).
Directs customer calls to appropriate department to meet the needs of customer (supplies, contracts, COD, management or sales information).
Provides system reports to management upon request.
Communicates customer service needs to technicians through the voicemail and/or the alphanumeric pager systems.
Moves, logs or cancels calls per management request.
Maintains good attendance and punctuality. Allows flexible availability to accommodate work schedule, when necessary.
Continuously represents IKON in a professional, prompt and courteous manner with all customers in order to provide good customer relations, both internally and externally.
Communicates workload updates to service management.
Verifies that technician workload information in Legacy System matches management expectations.
Provides field call information through various forms of communications, i.e. ACD line, Nextel phone.
Maintains database integrity by processing corrections for service history.
Consistently follows interdepartmental procedures.
Develops and implements improved process leading to higher service quality for customers.
Utilizes any tools and/or any processes implemented by the organization to assure adherence to quality standards.
Participates with other employees in generation/implementation of new initiatives and ideas that will improve quality and assist in the attainment of quality goals.
Searches for potential problems and determines the appropriate action necessary to prevent their occurrence.
Provides information to management when situations arise which may require their involvement.
Contacts supervisors and managers concerning critical service request.
Responsible for monitoring a larger and/or a specialized group of technicians.
Makes discretionary judgments in consultation with supervisor or other team members.
Resolves complex and problematic customer complaints and requests.
May assist in training of new hires at management requests.
Responsible for processing calls/scheduling for warehouse and delivery.
Conducts customer satisfaction surveys.
Performs other duties as assigned.

QUALIFICATIONS (Education, Experience and Certifications)
Requires high school diploma or equivalent; post-high school education is preferred; or a combination of education and customer service experience.
Requires 1-2 years of customer service experience; telephony experience is a plus.



IKON is an Equal Opportunity Employer, M/F/D/V.