Customer Care Specialist (Remote)

Job title:Customer Care Specialist

Type of employment:Full-time (Remote)

Shift Schedule: 10:00 AM – 7:00 PM EST

The Customer Care Specialist will serve as the primary point of contact for customers, ensuring that all inquiries, service requests, and follow-ups are handled efficiently and professionally. This role focuses on supporting existing customers by coordinating service calls, dispatching technicians, and ensuring that office equipmentsuch as copiers and printersremains in optimal working condition. The ideal candidate is detail-oriented, proactive, and has prior experience providing customer service in the office equipment or technical support industry.

About the company:

A U.S.-based office equipment solutions provider specializing in copier and printer sales, leasing, and maintenance. They are dedicated to delivering reliable service, high-quality products, and exceptional customer support to businesses of all sizes.

Company core values:

• Unstoppable— Relentless pursuit to find solutions and improve — Against Status Quo — No Limitations — Resolve is stronger than any obstacle
• Pumped — Can Do Attitude — Contagious and uplifting — Charged — Welcomes the Challenges with Spirited approach
• Trailblazers — Pushes the boundaries of what's possible — Determined — Raising the bar — Transform obstacles into opportunities for growth
• Inspire Others to do Better — Share knowledge generously, empowering others to expand their capabilities — Pushing others to believe in themselves — Consistently setting and achieving ambitious goals
• Crush it at work & home — Consistently deliver top performance at work and equally devoted to family, ensuring both thrive — Thriving and not Dying — Powerhouse!

Objectives of This Role

• Deliver a smooth and professional customer onboarding experience.

• Coordinate equipment orders, deliveries, installations, returns, and removals.

• Maintain accurate equipment information across company systems.

• Ensure newly installed equipment is properly connected and reporting through DCA monitoring.

• Provide clear and timely communication to customers and internal teams.

• Maintain accountability for open tasks and follow through until completion.

Key Responsibilities

Orders, Onboarding & Installation

• Manage PPO orders from start to finish, excluding contract creation and invoicing.

• Coordinate new customer onboarding.

• Coordinate lease equipment orders, deliveries, and installations.

• Schedule and communicate with customers, vendors, technicians, and internal teams.

• Track open orders and installations through completion.

Equipment Lifecycle Management

• Coordinate lease returns, machine removals, and equipment disposal.

• Process ITT contract cancellations related to leased equipment.

• Maintain accurate equipment information throughout the machine lifecycle.

• Ensure equipment changes, replacements, returns, and removals are properly documented.

Systems & DCA Accountability

• Update EKM/Odoo with new machine information.

• Monitor newly installed machines to ensure they begin reporting through the DCA.

• Follow up on machines that are not reporting and coordinate resolution with the appropriate

parties.

• Maintain accurate customer, equipment, and activity records.

Customer Communication & Coordination

• Provide customers with timely updates regarding orders, installations, returns, and equipment

activity.

• Coordinate across Sales, Service, Operations, vendors, and leasing partners.

• Proactively identify and resolve outstanding issues.

• Maintain strong follow-through so customer requests and internal tasks do not fall through the

cracks.

Required Skills & Qualifications

• Experience in customer service, administrative support, sales support, operations, or a related

role.

• Excellent written and verbal communication skills.

• Strong organizational and time-management skills.

• High attention to detail and accuracy.

• Ability to manage multiple priorities and open tasks simultaneously.

• Strong follow-through and personal accountability.

• Comfortable working with customers, vendors, and multiple internal departments.

• Proficiency with Microsoft Office, CRM systems, and standard business technology.

Preferred Qualifications

• Experience in the copier, printer, office technology, managed services, or equipment leasing

industry.

• Experience coordinating equipment orders, deliveries, or installations.

• Familiarity with equipment leasing and return processes.

• Experience with EKM, Odoo ERP, DCA/device monitoring, or similar systems is a plus.