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Xerox Call Center / Dispatcher Representative in Miami, Florida

Call Center / Dispatcher Representative

General information

City: Miami

State/Province: Florida

Country: United States

Department: Technical Customer Services

Date: Monday, May 3, 2021

Working time: Full-time

Ref#: 20011315

Job Level: Individual Contributor

Job Type: Experienced

Job Field: Technical Customer Services

Description & Requirements

Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)

Primary Objective: Responsible for providing immediate support and service via phone to customers experiencing equipment issues or having network questions related to office technology equipment; currently there are to establish help tools that are available to provide "added value" in resolving issues.

Responsibilities:

  • Routinely demonstrates and creates a helpful positive work culture

  • Encourages and builds positive relationships and communicates effectively with all co-workers, outside customers and vendors.

  • Conducts self at all times as the public image of the company in accordance with Xerox code of conduct

  • Answers the Customer Care Center phone to provide technical assistance to all contract customers and service technicians

  • Monitors service calls daily to find any calls that can be cleared over the phone by contacting those customers

  • Willingly assists in other service areas on an as-needed basis

  • Maintains and utilizes e-care system for technician support and remote diagnostics of customers' equipment

  • Processes service requests for Field Service Technicians in a logical, efficient professional, cost effective manner; assess if the issue can be handled by the Service Customer Care Center and forward if appropriate

  • Other duties may be assigned to meet business needs

Required Skills:

  • High School diploma or GED required

  • Experience working with Window-Based operating systems a plus strong knowledge of MS Word, Excel and Outlook

  • Ability to work under stress; prioritize and perform a variety of concurrent tasks with minimal direction

  • Excellent customer service skills via telephone and in person

  • Proven ability to seek out relevant information through web based research prior to making timely decisions

  • Strong relationship management skills with external and internal customers is required

  • Perform other duties and project as assigned

  • MUST be self-driven with the ability to work from home when needed

Spanish-speaking candidates are encouraged to apply!

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 or expression, 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. Learn more at www.xerox.com and explore our commitment to diversity and inclusion! (https://www.xerox.com/en-us/jobs/diversity) 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 XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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