Copier Client Service Representative

Marco is a high-performing technology services company with a track record of creating rewarding careers. Whether you are early in your career ready for an exciting opportunity, or an experienced professional eager to elevate your skills with a Print & IT services and consulting industry leader, then you have come to the right spot.
More about us. We make business technology Simple. Secure. Better.  We do it all – from hosted/cloud services, copiers/printers, managed services, phone systems, document management, business IT services and audio/video systems.  We are an organization with strong partnerships between sales and service.  We have hundreds of sales professionals, engineers, and technicians ready to fix any and all customer problems. With over 50 years in the industry, Marco has a Gold Standard Culture with a focus on employee engagement, client satisfaction, vendor partnerships, and community partnership.   
Join our growing team. You won’t regret it.
POSITION SUMMARY/OBJECTIVE:The Copier Client Service Representative is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction. You will perform triage of service incidents, create and assign service calls and coordinate service work and service requests.  
ESSENTIAL FUNCTIONS:1.      Answer client calls, emails and all correspondence in an appropriate and timely manner and determine problem severity to establish priorities.2.      Log client problem information accurately and promptly and create a service call using company provided technology.3.      Provide prompt communications to clients (internal and external) on detailed status information and estimated resolution times for issues.4.      Offer basic troubleshooting assistance to systems and applications in an effort to identify and correct malfunctions and other operational problems, possibly avoiding further escalations.5.      Assign service requests to available Copier Service Technicians and/or route calls to the appropriate personnel.6.      Maintain call center expectations.7.      Verify and maintain client contact and database information.8.      Develop and support best practices and operational procedures to create efficiencies.9.      Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process.10.   Attend required company and department meetings.11.   Act in accordance with Marco policies and procedures as set forth in the employee handbook.

QUALIFICATIONS:

• EDUCATION AND EXPERIENCE
• High School diploma and two years of relevant experience or an Associate’s degree; or equivalent combination of education and experience.
• Previous customer service experience preferred.

REQUIRED SKILLS:

• 1.      Proficiency with business collaboration tools including MS Office applications, Outlook and company specific programs.
• 2.      Superior internal and external customer service and communication skills.
• 3.      Enthusiastic, dedicated to the challenge of helping other people.
• 4.      Excellent organizational and time/task management skills with the ability to prioritize tasks and operate with changing priorities.
• 5.      Function collaboratively as part of a fast-paced, client orientated team.
• 6.      Self-starter with the ability to perform independently with little or no supervision.

Benefits: We’re not just competitive when it comes to business tech – we’re also pretty proud of what we offer our employees. Our benefits include medical, dental, and vision insurance. We also have paid holidays and vacation, 401k with generous company match, flexible spending accounts, employee purchase program, employer-paid life insurance, voluntary-term life insurance, short and long-term disability, critical illness and accident benefits, and pet insurance. Yes, we care about your furry family too.
*all benefits are dependent on employment status    Equal Opportunity Employer /AA Employer/Minorities/Women/Protected Veterans/Individuals with Disabilities Applicant Labor Law Posters