Customer Service Representative - Miami, FL

Quick Facts
Company Name:Saxon Business Systems
Location:Miami, FL
Employment Type:Full Time
Category:156 - Customer Service Representative
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Description

Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.

Primary Objective: Responsible for providing immediate phone and email support to both customer and sales representatives experiencing a variety of issues below:


Customer Service Responsibility

  • Incoming customer phone calls or email correspondence to handle
  • Clarification on Internal &/or External (Leasing Company) invoices
  • Generate Credit requests
  • Explanation of Lease Agreements and its terms & conditions
  • Explanation of Saxon contracts (maintenance, Netco+ & MPS)
  • Answer questions on Saxon Maintenance Contracts
  • Submit Customer's Profile Updates (Phone and Address Changes)
  • Documentation and systems update related to equipment termination
  • Escalate requests for revisions to current contracts (Base rate, allowance & click rates)
  • General research (why did a contract increase, can my payment be reduced, renegotiate increase percentage)
  • Assist front desk receptionist (when needed)
  • Process cancellation requests (forward to sales support, scan to Docushare, upload to Sherpa, provide a copy to accounting)
  • Contact customer when applicable to explain proforma invoices
  • Special projects when needed
  • Database Maintenance
  • Add daily phone/email activity into the Customer Service Log/Sherpa
  • Use the log to follow up on pending issues or requests and mark the entry as "Complete" once all is resolved
  • Maintain customer service emails
  • Communicate status on issues to internal/external personnel


End of Lease Coordinator

  • Terminate contracts for all Saxon locations
  • Suspend/Reinstate contracts (Backup as needed)
  • Obtain exchange approvals
  • Create exchange supplements
  • Process exchanges
  • Follow up on pending loaners that may need to become exchanges
  • Lease End Specialist (Maintain EOL log, Contacting Customers, ETC.)
  • Competitive lease return project
  • Quarterly Inventory (Tech and Physical)
  • Scan docs to Docushare (backup for exchanges and removals/terminations)
  • Terminate/suspend/reinstate contracts (Backup for Dawn)
  • Adding/Removing via ValuQuix when requested (Backup for Carolina)
  • Obtain RA's for equipment stored in warehouse
  • Competitive lease return project

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.



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