Customer Escalation Representative - Remote
US-VA-Chesapeake
Job ID: 32645
Type: Full-Time
# of Openings: 1
Category: Customer Service/Support
ITS Corporate Headquarters
About the Role
Canon ITS is seeking an experienced and dedicated Customer Escalation Representative to join our exceptional team of courteous and friendly Customer Service Professionals. As a valued member of Team Canon, you'll play a crucial role in representing the voice and heart of our products. We empower our team members to explore customer needs and deliver tailored solutions with confidence and care. If you're ready for an exciting new challenge, apply now to take the next step in your career journey with us.
Be part of what makes Team Canon great!
This position offers:
- Remote work style
- Paid orientation and training
- Benefits (medical, vision, dental, life insurance, and disability)
- Company-paid holidays
- Paid time off: personal, vacation, and sick time
- 401(k) with company match
- Employee assistance program
- Tuition reimbursement
- Employee discounts
- Pay differentials
Schedule: 10:30 am - 7:00 pm EST
Your Impact
As a Canon Customer Escalation Representative, you'll:
- Respond to escalated customer inquiries via phone, email and chat, from all business groups
- Assists internal and external customers to resolve their issues without further escalation
- Manage successful resolutions to escalated customer complaints, including supervisor and customer escalation calls, ensuring continued customer loyalty
- Provide information to lower level representatives enabling them to complete their customer interactions accurately and efficiently without additional follow-up
- Maintain accurate records of customer interactions, including details of inquiries, comments, and actions taken
- Ensure high levels of customer satisfaction balancing customer service, quality, and efficiency
- Maintain acceptable performance standards for reliability, data collection, communication, knowledge, customer satisfaction, teamwork, professionalism, and learning and growth
- All other duties as assigned
About You: The Skills & Expertise You Bring
- High school diploma or equivalent
- Two to four years customer service experience
- Excellent verbal and written communication skills
- Strong analytical and problem solving skills
** This position is fully remote and open to candidates residing in Florida, Georgia, Indiana, Iowa, Louisiana, New York, North Carolina, Ohio, Tennessee, and Virginia.
Company Overview
Canon Information Technology Services, Inc. - The environment at Canon ITS is energetic and diverse. Our team is comprised of a wide variety of people in positions that help our employees grow and develop their careers.
Statement of Policy on Equal Employment Opportunity
Canon is committed to providing equal employment and advancement opportunities to all qualified persons without regard to race, sex, marital status, sexual orientation or affectional preference, color, religion, national origin, age, disability, or veteran status, unless a bona fide occupational qualification exists. Our commitment is to assure full opportunity for all employees in order that they may achieve their highest potential and to assure progressive employment practices that conform to the letter and spirit of federal, state, and local laws regarding equal employment opportunities. Canons policy is to:
Recruit, hire and promote for all job classifications without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.
Base decisions on employment so as to further the principle of equal employment opportunity.
Ensure that promotion decisions are made in accordance with the principles of equal employment opportunity by imposing only valid requirements for promotional opportunities.
Ensure that all other personnel actions (such as compensation benefits, transfers, layoffs, company sponsored training, education, tuition assistance, social and recreation programs) will be administered without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.
Workplace Accommodation Request - HR Accessibility - Reasonable Accommodation
Canon I.T.S. is committed to the employment and advancement of qualified disabled veterans and other individuals with disabilities. If you feel you require a reasonable accommodation to apply for a position with Canon I.T.S., please call our Toll-free TDD Support Line for the Hearing Impaired Monday - Saturday (excluding holidays) at 1-866-251-3752, Eastern time from within the US. For all other reasonable accommodation requests, please call 757-579-7127. You will be asked to provide information on the open position you are applying for online and the details on the reasonable accommodation you are requesting.
Pay Transparency Policy Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
Canon ITS is a tobacco-free work environment.
Notice to Recruiting Firms/Agencies
Canon ITS typically recruits candidates directly, rather than through a third party recruiting firm or agency. Canon ITS will pay a recruiting fee only when a candidate is submitted for consideration to our company through our applicant tracking system, by direct invitation of Canon ITS, and if Canon ITS has a contract with the recruiter.
Canon is proud to be an equal opportunity employer. Minority/Female/Individuals with Disabilities/Protected Veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. To read more about employment discrimination protections under federal law, click here
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