Senior Onsite Service Specialist

Field Representative II, Admin MS Onsite

POSITION PROFILE

Performs analytical and interpretive task related to financial and expense transactions. Prioritization of tasks to meet daily, weekly, monthly KPI's. Responsibilities may include customer service and communication, training internal staff, maintaining proper skills and knowledge of legacy tools and systems, analysis and problem resolution, escalation, data analysis. Required to work closely with other departmental representatives for analysis, review, escalation and resolution. Requires excellent customer service and follow up skills.

Job Duties and Responsibilities

• Receives customer requests and inquiries via phone, email and instant messenger and responds within established timelines.
• Creates, monitors, updates, and closes employee profiles within the Customer's travel and expense database and other financial transactions.
• Performs necessary research and analysis using various tools including Concur, Citibank and the internet.
• Understands and effectively communicates Customer's policies to external customers.
• Troubleshoots and resolves customer Concur and expense related issues, both intermediate and advanced, or determines the resources required to resolve.
• Escalates these issues to management as needed to ensure timely resolution.
• Maintains related files and control records in accordance with Customer internal controls.
• Interacts on a regular basis with all levels of employees within Customer organization (Executive, Treasury, Corporate Compliance, Human Resources, Legal, etc.).
• Assists Customers with reconciling their corporate card accounts and other financial transactions as needed.
• Provides excellent customer service while assisting and training both internal and external customers.
• Adhere to both RICOH and Customer policies and procedures.
• Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

• Intermediate to advanced knowledge of Microsoft Outlook, Excel and Word.
• Associates degree or comparable work experience.
• Previous Customer Care and/or Technical Support experience preferred.
• Demonstrated ability to provide the highest level of customer service using effective verbal and written communication skills.
• Excellent attention to detail.
• Excellent analytical and organizational skills with the ability to recognize discrepancies.

KNOWLEDGE, Skills and Abilities

• Ability to multitask and manage a fluctuating workload.
• Ability to make effective decisions.
• Ability to work in a fast-paced environment with a high degree of accuracy and with minimal supervision.
• Ability to work independently and as part of a team.
• Ability to develop specific goals and plans to prioritize, organize, and accomplish the tasks assigned.
• Possesses strong analytical and organizational skills.
• Possesses the ability to review and understand general instructions • prepare, provide and convey diversified information to a broad spectrum of recipients.

WORKING CONDITIONS MENTAL AND PHYSICAL REQUIREMENTS

• Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Requires daily contact with internal and external customers.
• Work has occasional stress due to nature of a high-volume call center environment and periodic workload pressures.
• Work assignments are diversified. There is often no precedent established for problems encountered.
• Review and understand general instructions • prepare, provide and convey diversified information to a broad spectrum of recipients.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.