Area Customer Service Coordinator

Job Description

Job Description

Summary

Pay Rate : $24 per hour.

Work Address : Since the work locations vary day-to-day, there are multiple addresses where the temp could be at in the South Bay and East Bay. This includes customer locations in Menlo Park, Mountain View, San Jose, Santa Clara, Fremont, Oakland, and Livermore. This is not a list of every city, but it covers the furthest locations and some in-between.

Dress Code : Business casual

COVID Requirements : None

Driving : No, the contingent worker would not be driving a Ricoh or customer vehicle. In the event that the contingent worker becomes a Ricoh employee, they would be expected to drive Ricoh / customer vehicles.

Interview Type : I plan on doing 2 rounds of interviews. The first one is virtual. If I think they will be a good fit, then we will set up an in-person interview.

On a day-to-day basis, the temp will be responsible for supporting multiple customer locations in the South Bay and East Bay. At these customer locations, we have the capability to provide these services : mail, shipping & receiving, copy / production center, reception, hospitality, and conference room setups. The job responsibilities will vary depending on which customer site the temp is at for the day. The number of Ricoh employees on-site varies, so they need to be able to work by themselves or with the Ricoh team members. We need someone who has customer service experience, has the flexibility to be rerouted to different locations before their shift starts, and can adapt to different customer environments (law firms, retail corporate offices, warehouses, etc.). We are also looking for someone who can work by themselves or as part of a team. There are some sites with multiple Ricoh employees, and there are some where there is only 1. They need to be able to absorb the training (take notes, ask questions, etc.), take initiative, etc. This is a temp to perm position, so I am looking to convert the temp to a Ricoh employee after they meet the minimum number of hours. The environments vary, but yes, there are multiple customer sites that require extensive standing and walking. The candidate should also be able to lift 50 pounds without assistance. Each location has free parking available. All my employees in this area drive to work every day. There is mileage reimbursement available. For the mileage, they can get reimbursed after their 15th mile each way of their commute. This is in accordance with our policy for this role. Ex : if their commute is 20 miles each way, they will get reimbursed for 5 miles each way (20 mile commute - first 15 miles of the commute that the temp is responsible for).

• Shift timing

8 : 00 AM to 5 : 00 PM (Mon- thus-Fri)

Job Type : Temporary

Responsibilities

Under the direction of the Enterprise Services Manager (ESM) or Area Operations Manager (AOM) this key position supports daily operations, implementations, expansions, and administration of all Managed Services Accounts within an assigned operational area with varying sizes. Undertaking all customer support tasks in external customer / client facilities The Area Customer Service Coordinator is responsible for a broad knowledge of Ricoh Service Excellence Methodology, complete knowledge of account service delivery requirements and Ricoh portfolio of offered solutions. Delivers operational support by assisting MS leadership by supplementing onsite personnel at various customer locations performing a wide range of duties requiring a versatile skill set and ability to adapt to varying industries. Additionally, they are required to support various locations for reasons that may include vacation, absences, training, implementations, etc. throughout assigned operational area. Job Duties and Responsibilities An integral member of the service team by supporting the daily operations for all contracted services at customer accounts within a geographical area Assists management with process improvement, procedural testing and validation and ensuring field compliance with operational best practices. Support the Field Implementation Managers with the implementation of new customer accounts and service expansions. Assists with onboarding new team members and cross training peers Assists with the development of Site Procedure Guides and sharing best practices throughout geographical area. Routinely inspects Site Procedures Guide for accuracy and compliance Knowledgeable of all contracted services within assigned customer accounts Performs daily visual inspection of site services and Ricoh and customer compliancy to safety. Provide feedback on site experience via survey tool or any other forms to help improve the customer experience, internal and external. May require standing in for absences or vacations of the onsite resources, that may also include site management. Provides, executes, and supports all aspects of services, which entails traveling to and from various accounts. Creates and maintains a customer-focused environment Responsible for customer satisfaction by engaging end-user feedback. Responsible for escalating customer issue to ESM / AOM and support the resolution to completion. Communicates effectively and responds quickly to customer and end user communication Collects data and is knowledgeable of the tools and methods used for the completion of the Monthly Operations Review as directed Performs other duties as assigned

Requirements

Skills