Client Support Specialist

Usherwood Office Technology is a proud family- owned business with a rich legacy of delivering innovative office technology solutions, including managed IT services, print management, and cutting-edge office equipment. For decades, we have fostered a warm collaborative environment where our employees thrive, building meaningful relationships with teammates who share a passion for excellence and client success. At Usherwood, we are dedicated to empowering our clients and each other. With real opportunities for professional growth and career advancement, you'll work alongside supportive colleagues who make every day rewarding.

About the Position:

Usherwood is growing and we are looking to hire a customer service focused Client Services Specialist to ensure client satisfaction. The selected individual will be responsible for working directly with our valued business customers as well as Usherwood Office Technology’s internal staff to address inquiries and resolve any issues; all while providing best-in-class client support.

Internal communication with all departments and levels of management are vital to the success of the Client Services role.

Key Responsibilities:

• Answer inbound inquiries via phone and email
• Analyze and track supply orders, assist with procuring supplies to meet demand, and process orders.
• Dispatch field service technicians as necessary to repair devices via inbound request from clients and third-party vendors.
• Review of inbound communication, service tickets, supply orders and statuses
• Verify client contact information and ensure any invoice charges are accurate and sent via email or USPS to the appropriate contact.
• Document client communication into ticketing system
• Process supply order replenishment and other supply order via internal warehouse stock or third-party vendors
• Analyze all supply requests before making decision on whether to ship or not
• Generate reports using Excel

Qualifications:

• High school diploma required
• Minimum one year experience in a client service work environment
• One year experience in a call center environment preferred
• Knowledge of MAC/PC hardware and operating systems, Mobile devices, and printers/scanners
• Ability to prioritize and multitask assigned issues in a fast-paced work environment
• Proactive attitude of client service and integrity
• Knowledge of Microsoft Office and ticketing system applications
• Demonstrated problem troubleshooting, root cause and resolution skills
• Ability to work in a team environment with effective communication

What we offer:

• Excellent benefit offerings including: medical, dental, vision, and supplemental insurance
• Company paid life insurance and long-term disability insurance
• 20 days of paid time off
• 401(k) plan with matching company contribution
• Annual company store allowance
• Enrollment into bonus opportunity program Key Responsibilities

Equal Opportunity Employer:

At Usherwood Office Technology, we are committed to fostering a diverse and inclusive workplace where everyone feels valued, respected, and empowered to succeed. We proudly provide Equal Employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. Our family-owned culture thrives on embracing unique perspectives and we strive to create an environment where every employee can grow, contribute, and belong. Join us in building a brighter, more inclusive future!