The Xerox Customer Resolutions Specialist is the key individual responsible for resolving escalated customer care issues within MRC. This individual is CRITICAL in coordinating between each department to determine the root cause of the customers issue and see the issue through to a resolution. Additionally, this individual will have some administrative responsibilities, assisting the Senior Executive Assistant to the President.
Provide contact and problem resolution for customers on a variety of issues including concerns with products, billing issues, and
Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for handling the support cases.
Coordinate between the account sales representatives, managers, billing department and any outside vendors to appropriately determine any party needing to take action to resolve the issue
Provide accurate and timely logging of problems and resolution for problems in the OMD, and MWA database.
Act as a liaison between customers and external support staff to assure accurate problem interpretation and resolution
Maintain communications with customers during the problem resolution process.
Utilize superior customer service skills.
Creates tracking report and analyzes data regarding resolution response time, aged issues, and resolution factors
Administrative backfill for travel scheduling, report printing, and any other duties requested by the President and executive staff.
Strong Customer Service Skills
Ability to work in a fast paced environment.
Excellent communication skills, including listening and questioning.
Must possess strong analytical skills
Exceptional critical thinking skills to assist in problem solving.
Ability to multi-task.
Ability to work independently as well as to meet deadlines.
Strong skills in Microsoft Office. (Excel, Word, Access, etc
Previous customer resolution experience
Knowledge in OMD, MWA.
We are one of California's leading technology and services companies specializing in document workflow solutions, software and office systems. From document management to collaborative communication tools and multifunction systems, we provide the broadest portfolio of technology and services for companies of any size and in any industry. We focus on document-driven companies and industries - from healthcare organizations, manufacturing companies and legal firms to school districts and financial service institutions - spanning all types and sizes. To bring comprehensive solutions to the market, we partner with Xerox, whose unrivaled name recognition, unsurpassed quality and extensive array of document processing products and services has made them the industry leader. MRC is a stable company and it continues to grow in size and accolades. MRC has won several awards including:
National Innovative Customer Retention Award (imageSource Magazine), 2009
National Dealer of the Year Award (Xerox), 1994-2009, 15 straight years
Fastest Growing Companies (SDBJ), 2006, 2007 & 2009
Platinum Reseller Award (Xerox), 2006-2008
Most Admired CEO Award (SDBJ), 2009
MRC a Xerox Company - 19 months ago
We are one of California's leading technology and services companies specializing in document workflow solutions, software...