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Customer Resolution/Admin Assistant

Location:San Diego, CA
Salary Range:DOE
Employment Type:Full Time
Description:Description:

Why work at MRC? Check out our video!
https://vimeo.com/57617376

The Xerox Customer Resolution/Admin Assistant is the key individual responsible for resolving escalated customer care issues within MRC. This individual is CRITICAL in coordinating between each department to determine the root cause of the customer’s issue and see the issue through to a resolution. Additionally, this individual will have administrative responsibilities, assisting the President and VP’s of Sales.

Major Responsibilities
• Provide contact and problem resolution for customers on a variety of issues including concerns with products, billing issues, etc.
• Researches customer accounts to find root cause of issues and map a plan for solutions
• Coordinate between the account sales representatives, managers, billing department and any outside vendors to appropriately determine any party needing to take action to resolve the issue
• Provide accurate and timely logging of problems and resolution for problems in the Soaring database
• Act as a liaison between customers and external support staff to assure accurate problem interpretation and resolution
• Utilize superior customer service skills
• Creates tracking report and analyzes data regarding resolution response time, aged issues, and resolution factors
• Sets up for weekly manager meetings
• Makes weekly sales forecasting reports and monthly activity reports using Excel
• Tracks leads & generates new leads
• Utilizes iSell to support sales research
• Ensures office is up-to-date on postings
• Administrative backfill for travel scheduling, report printing, memo creation, and any other duties requested by the President and executive staff.

Basic Requirements:
• Strong Customer Service Skills
• Ability to work in a fast paced environment.
• Excellent communication skills, including listening and questioning.
• Detail oriented
• Must possess strong analytical skills
• Exceptional critical thinking skills to assist in problem solving.
• Ability to multi-task.
• Ability to work independently as well as to meet deadlines.
• Strong skills in Microsoft Office. (Excel, Word, Outlook, etc…)

Desired Qualifications:
• BS/BA/AA
• Previous customer resolution experience
• Previous Administrative Assistant experience

MRC Overview:
We are one of California's leading technology and services companies specializing in document workflow solutions, software and office systems. From document management to collaborative communication tools and multifunction systems, we provide the broadest portfolio of technology and services for companies of any size and in any industry. We focus on document-driven companies and industries - from healthcare organizations, manufacturing companies and legal firms to school districts and financial service institutions - spanning all types and sizes. To bring comprehensive solutions to the market, we partner with Xerox, whose unrivaled name recognition, unsurpassed quality and extensive array of document processing products and services has made them the industry leader. MRC is a stable company and it continues to grow in size and accolades. MRC has won several awards including:
• National Innovative Customer Retention Award (imageSource Magazine), 2009
• National Dealer of the Year Award (Xerox), 1994-2009, 15 straight years
• Fastest Growing Companies (SDBJ), 2006, 2007 & 2009
• Platinum Reseller Award (Xerox), 2006-2008
• Most Admired CEO Award (SDBJ), 2009

IIND13


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