Customer Care Specialist - Full-time / Part-time

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.

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

JOB DUTIES;

Answer caller inquiries over the phone in a call center environment.

Utilize tools and resources to locate necessary information to accurately resolve caller issues. Organize tools and reference materials for quick access.

Route calls to appropriate destination for resolution if outside department scope.

Follow up on unresolved issues and make call backs when appropriate.

Accurately and comprehensively document all elements of each phone call in computer system.

EDUCATION:

High School diploma or equivalent required.

EXPERIENCE/TRAINING:

Customer Service telephone experience a plus

Healthcare experience a plus

SKILLS:

Experience with Microsoft Office applications, including Word, Excel and Outlook

Must be able to manage conflict effectively and professionally.

Excellent time management skills,

Superior customer service skills.

Excellent organizational skills and attention to detail.

KEY QUALIFICATIONS AND EXPECTATIONS:

Superior attendance is a must.

Strong customer service skills with the ability to listen, understand and communicate information effectively in English in a positive, professional and comprehensible manner over the phone

Excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage time.

Resolve problems by clarifying issues. Research and explore answers and alternative solutions. Escalate unresolved problems.

Utilize superior interpersonal skills to handle complaints and work with dissatisfied callers.

Update job knowledge by participating in educational opportunities.

Use a telephone headset and sit for long periods of time

Resolve routine to complex and greatly varied customer service issues

Remain thorough and detail oriented while performing several tasks concurrently

Work in a fast-paced environment that requires attention to detail and accuracy

Quickly and efficiently resolve customer problems utilizing a variety of resources with minimal assistance from management

Motivated self-starter, with strong listening and problem-solving skills

Take ownership and gladly accept the opportunity to exceed caller expectations

Able to adapt approach to different communication styles

Ability to manage multiple applications running at the same time

Discipline to work following a set schedule

Successful completion of a pre-employment drug and criminal background check

Successful completion of initial training

Ability to maintain minimum typing speed of 35 WPM while talking with customers

Using a computerized system, responds to customer inquiries in a call center environment.

May perform one or more of the following: Responds to telephone inquiries and complaints using standard scripts and procedures.

Gathers information, researches/resolves inquiries and logs customer calls.

Communicates appropriate options for resolution in a timely manner.

Informs customers about services available and assesses customer needs.

Provides functional guidance, training and assistance to lower level staff.

Provides assistance, training and troubleshooting support to lower level staff.

Schedules work to ensures accurate phone coverage monitors priority of calls and shifts escalated calls to assure resolution to problems.

Prepares standard reports to track workload, response time and quality of input.

Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.

All other duties as assigned.

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.

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