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Customer Care Analyst - Sacramento, CA

Quick Facts
Company Name:Inland Business Systems
Location:Sacramento, CA
Employment Type:Full Time
Category:173 - Customer Service Rep
Pay:$13-$17 - Hourly
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Description

Opening for a Customer Care Analyst who will be responsible for receiving, clearing and assigning service calls to the Field Service Technicians.

Inland Business Systems is a subsidiary of Xerox Corporation. We are Northern California's most advanced technology and services company specializing in Office Systems and Workflow Solutions. We are headquartered in Sacramento, CA and have branch offices in Petaluma, Modesto, Stockton, Chico, Redding and Reno. We offer the Xerox technology with a local, personalized approach. Our decentralized management philosophy allows for very responsive customer service and support 

Essential Functions of the Position:

  1. Receive and record/assist with clearing calls from customers and /or other interested parties (Sales Reps. CSRs etc.)
  2. Update call records with status work orders
  3. Process final work orders in order to update inventory control, parts, and data to capture  for later analysis of customers, and techs. Schedule supplies      and parts as needed – for customer and service techs
  4. Convey a high level of professionalism, patience and efficiency so as to minimize customer anxiety and maximize customer loyalty
  5. Recognize marketing signals that may arise during a service call, and communicate them to Sales Department for potential upgrades or new placements
  6. Keep Dispatch Supervisor informed of any problems
  7. Perform other duties as required.

 Physical Requirements for the Position:

  1. Ability to work under stress/pressure to meet deadlines and financial objectives.
  2. Ability to speak, read and write.
  3. Sit for extended periods of time in an office environment – i.e. at a desk, in meeting room

 

Education

High School diploma or equivalent

 

Experience Requirements

  1. 6-18 months of dispatching or comparable telephone operation experience
  2. 6-18 months call center experience
  3. Basic IT/delp desk skills helpful
  4. Customer service oriented

 Skills Desired:

  1. Detail Oriented
  2. Ability to work well under pressure and to handle customer complaints in a professional manner
  3. Good computer skills
  4. Strong customer service skills.
  5. Strong relationship management skills with customers and personnel within the organization required.
  6. Strong initiative with ability to seek out relevant information prior to making timely decisions.
  7. Strong relationship management skills with customers and personnel within the organization required.

Must have strong ethics and work as an effective, collaborative team member.

Inland Business Systems is and Equal Opportunity Employer