Xerox Customer Care Associate III - Service Scheduling Specialist in New Brunswick, Canada

Xerox Corporation (NYSE: XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them. We understand what’s at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.

Learn more at www.xerox.com .

Purpose:

This position provides primary support for Service Provider (SP) workload optimization and call queue management to enable “best resource at the best time” strategy. This role uses Click scheduling software and Siebel platform along with existing Xerox systems (Voyageur, FWSS) to achieve level of service targets and maintain high Customer Satisfaction through effective problem resolution of responsiveness-related issues. The SSS owns the communication with customers and manages customer expectations while balancing conflicting priorities of customer entitlement, schedule capacity and resource availability. Through interaction with Customers, SPs, Area Service Managers (ASM) and other field resources, the SSS gains local knowledge to facilitate intelligent and optimal decision-making in support of workgroup objectives and customer needs.

Scope:

  • Monitor and balance call activity and workload of Service Providers (SP) using Click Schedule and Siebel software to achieve LOS performance measures.

  • Identify & communicate barriers that impede SP workload optimization and effective call queue management. Collaborate with field management to resolve or overcome these barriers.

  • Identify, assign, and monitor successful completion of calls, following National XSAT process & local workgroup process.

  • Communicate resource group performance issues and opportunities to field management team.

  • Contact customers and negotiate estimated times of arrival of SPs.

  • Proactively resolve scheduling conflicts and keep customer informed of changes.

  • Achieve and maintain strong working relationships with SP’s and Field Management in support of field metrics.

  • Participate and be an effective communicator for team/workgroup field meetings.

  • Resolve incoming Customer escalations related to responsiveness through effective negotiation and escalate urgent issues to appropriate management team as necessary.

  • Answer incoming calls from Field resources and provide required assistance.

  • Resolve data problems in support of efficient scheduling.

  • Achieve performance measurement targets including Field Response Time, Latest Start Time (LST) & Calls Over MAX, in support of Customer Satisfaction.

  • Engage in continuous learning, utilizing My Learning.

  • Represent Xerox to customers in a professional and ethical manner.

Qualifications

  • Industry benchmark customer service skills required – candidates are provided with strong opportunities to influence customer opinion and direction.

  • Strong analytical and problem-solving skills. Lean Six Sigma qualifications an asset.

  • High competency and knowledge of field service delivery tools required – FWSS, Voyageur 2, Siebel, and Click Scheduling.

  • Familiarity with front line Xerox service call processes and field service delivery processes.

  • Demonstrated ability to utilize MS Office software to document issues/concerns/and areas of opportunity for effective communication.

  • Excellent communication and effective negotiation skills with internal and external partners, including Xerox Sales and Major Account Operations.

  • Demonstrated conflict resolution experience in previous roles.

  • Strong organizational, priority and time-management skills.

  • Multi-tasking ability a requirement, successful candidates need to work numerous conflicting priorities.

  • Advanced oral and written communication standards in the English language.

  • Leader in continuous process improvement identification.

  • Self-starter, able to work independently, without direct supervision.

  • Post-secondary education an asset.Role model behaviors, and accountability for personal errors and correction

Additional Role Requirements:

  • Candidate will need to be 18 years of age or older

  • Ability to pass a Drug Test and/or Background Investigation

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 XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Title: Customer Care Associate III - Service Scheduling Specialist

Location: Canada-New Brunswick-Saint John

Requisition ID: 19000011