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Customer Support Representative

Overview

Answer calls to the eSTORE; take orders for Stores merchandise over the phone; enter customer information (name, address, etc), item number and quantity, credit card information and shipping preference into eSTORE database and invoicing system (Sequoia ePOS); must have good attention to detail, respect customer's privacy with respect to credit card information (PCI compliance) and provide outstanding phone customer service; also responsible for answering customers' questions about merchandise, order status, returns/refunds, etc.

Additional Occupational Summary

Provide marketing of office products equipment and services, coordinate repairs and/or perform routine maintenance, maintain supply inventory and provide customer training.

Work Performed

  • Perform a variety of functions to promote Office Products and Reprographics Services including formal presentations to customers, market research, and customer assistance.
  • Perform market surveys and present statistical analyses on customer attitudes and needs; keep abreast of local reprographics market as it relates to university in-house services.
  • Maintain regular schedule of visits to office equipment locations to perform routine maintenance, to record usage meter readings, to assist customers with training in use of equipment and to maintain supply inventory at sites where copier is departmentally owned.
  • Respond to service calls and coordinate the repair of equipment with vendors. Maintain a supply inventory for equipment and supplies.
  • Prepare statistical summary reports pertaining to copy equipment usage and repairs upon request from management. Assist employees through equipment demonstrations, train customers in the use of equipment, install and deliver equipment and/or supplies and assist with accounting procedures as necessary.
  • Perform other related duties incidental to the work described herein.

Required Qualifications at this Level Education/Training:

Work requires knowledge of basic grammar, clerical and accounting principles generally acquired through a high school education.

Experience:

Work generally requires two years of related experience in customer service or office equipment maintenance.

OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

 

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