Live chat
XEROX Corporation

Customer Service Support Representative

XEROX Corporation - Honolulu, HI

Customer Service Support Representative','17006654','!*!Xerox Corporation (NYSE: XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them. We understand what’s at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.Learn more at

Position Objectives

The Customer Service Representatives are responsible for providing quality telephone support to our customers, both internal and external to Xerox.

They provide remote customer assistance using telephone diagnostics software for technical problems.

The CSR’s work directly with the Customer Service Engineers, the Account Associates, the Service Managers, and our Sales Department.

They ensure Quality by following Xerox Call / System processes

Key Accountability and Essential Functions


Telephone support for external and internal calls

Assist CSE with closing – FWSS, XSAT & XOG

Use of various business systems (FWSS/XSAT, Voyageur, EMP, CAPS, OLI, Supply Net, XPS, FIST, Open-Up Time, iSRVE and FIC)

Manage install activity for Guam and Saipan. Play an critical roll in monthly, quarterly, and year-end Install Activity are captured into the system

 Provide remote customer call assistance using Xerox software for technical problems


Call Flow Management (XSAT)

Call Escalation Resolution

Support ASMs For Call Efficiency (Relaxed, Travel Minimization, etc.)

End of Day Reporting

XPS Help Desk

Monitor XPS Portal – Proactive Alerts

Process supply orders and or break-fix service request for NX and Xerox equipment

Incoming Reactive XPS Calls

Process supply orders and or break-fix service request for NX and Xerox equipment

Follow up on open Inquires with CRS

XOG Help Desk

Triage process for Guam and Saipan

Initiate & dispatch service calls

Supplies Management

Process Supply Orders & CRUs for Will Calls

Incoming Supply Request (When National Call Center is Closed)

Return Supply Support

Supply Resolution/Escalation Returns

Work effectively in a team environment.

Meet and exceed performance targets.

 ','!*!Candidate Education:Minimum   High School Diploma / (GED) / Secondary School GCSE or equivalentCandidate Background:Minimum  Strong analytical, problem solving and organizational skillsMinimum  Excellent interpersonal and customer care skills.  Must be able to build positive, productive relationships with customers, value chain partners and team memberMinimum  Excellent verbal and written communication skillsMinimum  Must be able to handle multiple prioritiesMinimum  Exhibit positive and proactive attitude and approach to resolution of customer inquiriesMinimum  Excellent follow up skillsMinimum  Proficient in MS Office applicationsMinimum  Highly motivated, positive and proactive attitudeMinimum  Excellent professional phone communication skills – interpersonal, verbal, and written with the goal of influencing outcomesPreferred  Must be able to build positive, productive relationships with customers and team membersPreferred  Strong organizational, time management, and multi-tasking skillsPreferred  Self starter with ability to work independentlyAdditional Role Requirements:Ability to work overtime and some weekend hours as neededMust be able to travel < 5% of the timeXerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to Be sure to include your name, the job you are interested in, and the accommodation you are seeking.','United States-Hawaii-Honolulu','','','','false','No','No','No','Temporary','Customer Service Support Representative

6 days

XEROX Corporation

Apply Now

Please review all application instructions before applying.

Location: Honolulu, HI

Company Profile:
The one thing that’s predictable about business is that it’s fundamentally unpredictable. It’s disordered and constantly changing – sometimes by accident, sometimes by design. One thing successful businesses do to navigate through this unpredictability is make sure the technology, software and work processes that form the backbone of their organizations are operating as effectively and efficiently as possible.