Area Customer Service Coordinator

About the role

Under the direction of the Enterprise Services Manager (ESM) or Area Operations Manager (AOM), this position supports daily operations, implementations, expansions, and administration of all Managed Services Accounts within an assigned operational area. The Area Customer Service Coordinator is responsible for a broad knowledge of Ricoh Service Excellence Methodology, complete knowledge of account service delivery requirements, and the Ricoh portfolio of offered solutions. This role delivers operational support by assisting MS leadership, supplementing onsite personnel at various customer locations, and performing a wide range of duties requiring a versatile skill set and adaptability to varying industries. Additionally, the role supports various locations for reasons including vacation, absences, training, and implementations throughout the assigned operational area.

Responsibilities

• An integral member of the service team supporting 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.
• Supports 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 shares best practices throughout the geographical area.
• Routinely inspects Site Procedures Guide for accuracy and compliance.
• Maintains knowledge of all contracted services within assigned customer accounts.
• Performs daily visual inspections of site services and Ricoh and customer compliance with safety standards.
• Provides feedback on site experience via survey tools or other forms to improve customer experience, both internal and external.
• May "stand in" for absences or vacations of onsite resources, including site management.
• Provides, executes, and supports all aspects of services, which may require traveling to and from various accounts.
• Creates and maintains a customer-focused environment.
• Responsible for customer satisfaction by engaging end-user feedback and escalating issues to ESM/AOM to support resolution to completion.
• Communicates effectively and responds quickly to customer and end-user communication.
• Collects data and is knowledgeable of tools and methods used for the completion of the Monthly Operations Review as directed.
• Performs other duties as assigned.

Requirements

• High school diploma plus 12 months of related work experience; post-high school education encouraged and preferred.
• Ability to move locations in one day if required by business needs.
• Ability to cover accounts within a 40-50 mile radius.
• Valid, violation-free driver’s license along with reliable transportation and minimum levels of auto insurance coverage per Ricoh policy.
• Intermediate skill level on most common software applications, including file folder management and navigating network production folders.
• Must maintain and accurately submit monthly expenses in a timely manner following proper coding requirements.

Skills

• Ability to work in a team environment by maintaining positive, productive relationships with co-workers.
• Adaptability to changing situations, flexibility, high motivation, and sense of urgency.
• Basic math skills.
• Judgment in making sound, justifiable decisions and taking action to solve problems.
• Ability to perform repetitive work while maintaining quality and output standards.
• Commitment to task by starting and persisting with specific courses of action.
• Excellent oral communication skills to clearly present information in both positive and negative circumstances.
• Working knowledge of account services to facilitate job scheduling.
• Ability to comprehend written and verbal instructions from customers and effectively translate them to site resources.
• Ability to resolve customer-related issues and troubleshoot problem resolution.
• Proficiency in the use of Microsoft products and computers.

Working Conditions

Typically, an office or warehouse environment with adequate lighting and ventilation, and a normal range of temperature and noise levels. Work assignments are diversified, requiring interpretation, comprehension, and application of complex material, data, and instructions.

• Working conditions may expose individuals to minor cuts.
• Physical effort is required, including long periods of standing, walking, bending, reaching, stretching, climbing, or similar activities.
• May involve lifting or moving items weighing up to 50 lbs. and pushing or pulling machines on wheels weighing up to 400 lbs. for repairs.
• Walking between buildings may be necessary.
• Moderate dexterity and regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).
• Specific vision abilities required include close vision.
• Frequent local car travel.

Schedule

While most assignment hours are 8:00 AM to 5:00 PM, Monday through Friday, schedule flexibility is required. Some sites may open as early as 6:00 AM or close as late as 7:00 PM or later, with other locations open on weekends or varying times.

Pay

Salary range: $17.69 - $25.00 per hour.

Benefits

• Broad selection of medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Team member tuition assistance programs.
• Paid vacation time and paid holidays annually.
• Additional benefits to enhance health, wellness, and ongoing personal and professional development.

Driving requirements: Personal vehicle required.