Account Management Rep I

Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.

POSITION SUMMARY :

Under the direction of Operations Manager, provide excellent service delivery in terms of new client implementation, championing systems changes requested by clients, researching client questions, and problems with individual cases. Maintaining and increasing revenue with existing clients by building relationships with client .

MAIN DUTIES AND RESPONSIBILITIES (Essential Functions of the Position) :

Account Management Reps will provide service and support to a select portfolio of PrePass clients

Interfaces with new and existing clients to provide a single point of client contact

Performs regular analyses of client accounts (i.e. Device Management, Equipment Volume fluctuations, etc.)

Researches and responds to client inquiries and requests regarding account maintenance issues (trucks adds, deletes, etc.).

Properly documents customer issues and resolutions using the CRM tool, keeping the customer aware of progress to resolve the issue and the ability to meet commitments.

Receives and handles expected volume of calls from customers on a daily basis; maintains satisfactory service parameters in terms of quality and timeliness of responses.

Proactively identifies service problems or issues (i.e. high % of Unassigned Devices) and resolves client concerns and conflicts.

Develops and maintains effective working relationships with other departments (i.e. Billing, Sales, etc.); collaborates with other departments to facilitate timely resolution of client concerns or issues.

Assists and cooperates with co-workers, supervisor and management; maintains positive morale within the unit by motivating and supporting staff.

Demonstrates a dependable work ethic.

QUALIFICATIONS:

A minimum of 3 years Customer Service experience

Strong working knowledge of Microsoft Office (excel experience desired)

Must be very detail orientated; able to remain focused in a fast paced environment

Strong organizational skills to perform multiple tasks quickly and effectively

Strong written and oral communication skills.

Understanding of computer technologies.

Analytical and problem-solving skills.

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to accommodations@xerox.com . Be sure to include your name, the job you are interested in, and the accommodation you are seeking