ESSENTIAL FUNCTIONS:

• Position handles Customer Service Engineers calls for emergency order placement escalations and inquires

• CSR will handle multiple tasks throughout the day, which could include taking calls, working escalations and following up with service management on inquiries

• Processing order over the phone for the Technician

• Handling orders that have been escalated working to find a resolution and researching inquires

• Entering orders into supply net and EMP

• Answer the Customers call in a friendly and professional manner

• Establish and maintain good customer relations with both internal and external customers

• Diffuse difficult customer situations

• Focus on providing solutions

• Ensure Quality by following Xerox call / system processes

• Input information into a computerized data base

SKILLS:

• Excellent oral & written communication skills

• Ability to multitask effectively

• Strong problem solving / technical ability

• Ability to work independently in high pressure situations

• PC and Systems knowledge (MS Office Suite)

• Must be able to handle multiple customer situations and temperaments while performing repetitive tasks

EXPERIENCE: 1 year taking calls in a call center environment