Customer Escalation Representative - Remote Location US-VA-Chesapeake | US-FL | US-GA | US-IA | US-IN | US-LA | US-NC | US-NY | US-OH | US-TN | US-VA... Company Canon Info Technology Services Requisition ID 32645 Category Customer Service/Support Position Type Full-Time 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: 12:30 pm - 9:00 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. Canon's 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 de