Customer Service Representative
Insperity - Newport News, VA

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Auxilio, Inc. is the nations pioneer and leading Managed Print Services provider to hospitals and hospital systems. We work exclusively in the Health Care industry, providing vendor-neutral, highly customized print strategy solutions. We utilize industry leading best practices and proven volume reduction programs to help our clients maximize process improvements and minimize costs. Our Onsite Resident Teams work side-by-side with caregivers in hospitals to support their needs and the needs of their patients, providing service that is unmatched in the industry.

Customer Service Representative, Managed Print Services

As a Customer Service Representative (CSR), you are the most visible member of the Auxilio team. You provide daily client end-user support for the Auxilio Managed Print Services program in one or more healthcare facilities. You have exceptional interpersonal and communication skills, as demonstrated by your employment history. You are diplomatic, a superb listener, a hands-on problem-solver and able to prioritize tasks in a fast-paced hospital environment.

You pay attention to detail, and you are comfortable managing and analyzing data for reports and public presentations. You are able to think on your feet and share information about the companys policies and procedures to all levels of hospital caregivers and administrators. You are a troubleshooter and a team player who approaches your job with energy, enthusiasm and integrity. You will work closely with the Resident Team Manager, Technical Service Representatives, outside vendors, and the extended Auxilio support team to ensure that service delivery exceeds expectations and to contribute to the development of new and emerging business solutions for the client.

Job Duties and Responsibilities

Develop relationships with client end-users; communicate the benefits and rationale behind actions to improve the clients print environment; effectively communicate the benefits of Auxilios program Meet or exceed service level targets for ticket acknowledgement and issue resolution; quickly engage end-users to establish realistic expectations; ensure customer needs are being met in a timely manner Accurately and promptly track and update service calls in log and/or helpdesk application ensuring information is clear, thorough and professional Execute tasks in an organized manner; consistently follow daily processes and schedules; maintain a proactive approach focused on preventing issues and ensuring client satisfaction Collect meter usage information and distribute toner; know the facility layout; maintain accurate device inventory Provide training to end-users to optimize use of print devices Proactively seek ways to improve service and bring added value to the client and Auxilio Understand and adhere to Auxilio device data security procedures; proactively identify opportunities to improve client data security Go above and beyond for the client: provide extra follow up, make personal phone calls and visits, remain visible; provide constant communication; demonstrate a helpful, service attitude Maintain a professional, polished, courteous and outgoing attitude and appearance Remain flexible in role and willing to provide support to other Auxilio Resident Team members Drive positive customer service survey results and other positive feedback from clients


Strong time management and organizational skills Strong people skills; able to build and maintain professional, trusting relationships with client, Auxilio Resident Team, and vendors; able to quickly and effectively learn the culture and uniqueness of the client environment and adapt to various personality types and reporting leve l s Excellent interpersonal, communication and presentation skills Intermediate computer and Microsoft Office skills; highly proficient in Excel, able to manipulate data, send and receive e-mail, and access on-line manuals Technical background on print, copy, scan, fax devices and understanding of network infrastructure and software applications Junior College or four-year university degree desired 3+ years experience in a professional business or service company, preferred Healthcare industry experience is a plus, but not required Experience in Managed Print Services, sales, or customer service is beneficial

Physical Demands & Work Environment

The work environment and physical demands described here are representative of those an employee may encounter while performing the essential functions of this job:

Work is performed indoors and outdoors Requires ability to travel throughout hospital complex and grounds; may require ability to travel from complex to complex and from city to city Occasional exposure to variations in temperature, noise, mechanical, electrical, fume/odor, chemical, toxic waste, and wet hazards Physical effort required: walking, standing, bending, reaching, lifting and/or carrying objects that may weigh up to 50 lbs.; moderate dexterity and the regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination); environment may be fast paced and stressful

At Auxilio, we value our people. Our commitment to your success is enhanced by our competitive salary, depending on experience, and an extensive benefits package including paid time off, medical, dental and vision benefits and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our shared success.

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