Customer Relations Representative

Epson is a global technology leader focused on enriching lives and creating a better world through engineered precision, exceptional people, enduring partnerships, and a commitment to the environment. From home and office printing to commercial and industrial solutions including printers, projectors, robotics, and more, Epson delivers innovative technologies that are efficient, compact, and precise. These solutions help our customers and partners achieve meaningful and lasting results.

Epson is seeking an exceptional Customer Relations Representative to join our Customer Relations team. In this role, you will provide a high level of support to customers by resolving complex concerns with professionalism, empathy, and sound judgment. Through thoughtful problem solving and effective communication, you will help ensure a positive customer experience while reinforcing trust in the Epson brand.

This position is based out our Epson America's headquarters in Los Alamitos, CA with an opportunity for a hybrid schedule.

What you will be doing:

Customer Relations 

• Proactively deliver superior customer service in response to end-user calls, correspondence and e-mails including complaints, product exchanges, refunds, rebates, etc.
• Resolve escalated customer concerns in a timely manner.
• Ensure confidentiality and security of end-user personal data.
• Assure departmental guidelines are maintained to provide accuracy in all transactions and security of Epson products and assets.
• Assist Teleperformance call center with their escalated end-user issues and concerns.
• Escalate customer calls and correspondence to senior customer relations representatives and manager as appropriate.
• Escalate company and product issues to management and/or appropriate department.
• Ensure accurate data entry into the customer call logs and databases.
• Build strong relationships with peers, other departments, and managers to best meet company goals and objectives.

What you will bring:

• Completion of undergraduate degree or equivalent experience 
• Minimum 2-5 years of customer service in a call center environment handling escalated customer calls
• Strong problem-solving skills with the ability to evaluate situations, apply sound judgment, and deliver appropriate resolutions
• Ability to approach customer interactions with empathy, professionalism, and composure
• Excellent verbal and written communication skills with the ability to clearly document customer interactions and solutions
• Experience working with CRM systems (Oracle Service Cloud/RightNow preferred) Familiarity with ERP systems (SAP preferred)
• Proficiency with Microsoft Office applications including Word, Excel, and Teams
• Strong attention to detail and ability to maintain accurate customer records and case documentation