Customer Care Specialist (Remote) Job at Ricoh
Job Description
Come Create at Ricoh
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in yourself
At Ricoh, you can:
- Choose from a broad selection of medical, dental, life, and disability insurance options.
- Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
- Augment your education with team member tuition assistance programs.
- Enjoy paid vacation time and paid holidays annually.
- Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
POSITION PROFILE
The Customer Care Specialist interfaces directly with internal and external customers to ensure optimal usability of the MyRicoh.com self service portal. Involved and participates in continuous improvement/quality initiatives, policies and processes to ensure customer needs and requirements are met and/or exceeded.
JOB DUTIES AND RESPONSIBILITIES
- Process incoming support incidents in a timely, professional manner
- Documents customer comments and call information for each interaction so information could be shared with team members and management
- Queries and listens to determine underlying issues
- Process customer requests that are received through live chat, phone and email.
- Understands and performs actions to mitigate customer issues and problems
- Directs customer calls to the appropriate department as needed
- Creates, modifies and assigns access roles within MyRicoh and Oracle
- Evaluates the caller's issue and provides assistance utilizing the appropriate support information and documentation
- Utilizes correct escalation procedures on issues outside the range of his/her expertise
- Makes entries for incoming issues and activities that pertain to supporting myricoh
- Utilize multiple responsibilities within Oracle to maintain database integrity by ensuring verification of customer information and account maintenance
- Handles a significant number of transactions while using good judgment to resolve crisis situations
- Under supervision of the department manager, follows company and departmental training programs, policies, procedures and guidelines
- Multi-tasking between systems and applications to facilitate problem resolution
- Multi-tasking between phone, chat and email incidents to ensure timely issue handling
- Relay voice of the customer feedback to management
- Performs other duties as assigned
Location
Nationwide, Pennsylvania
Job Description Continued
QUALIFICATIONS (Education, Experience, and Certifications)
- Requires high school diploma or equivalent
- Post high school education is preferred; or a combination of educations and customer service experience.
- 2 years high volume call center experience strongly preferredAbility to type at least 40WPM
- Proficiency with Windows software applications required
- HDI certification desired
Ricoh is an EEO/Affirmative Action Employer - Minorities/Women/Protected Veterans/Disabled.
Additional/Alternate Work Locations (if applicable)
Additional Pay Details:
Additional Compensation Range $14.09 - $18.70
Ricoh USA Benefits
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