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Job Req ID:  2898

Job Title:  Client Ops Representative

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.


With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.


Please join us in our exciting growth and pursue a rewarding career with All Covered!

Position Objective

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.


With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.
Please join us in our exciting growth and pursue a rewarding career with All Covered!

The Client Operations Representative (COR) has primary responsibility for managing the schedules of the Engineers and managing customer service activities to ensure that all service appointments are recorded accurately in company systems. Major emphasis is placed on facilitating outstanding customer service to internal and external customers. Maintaining accurate scheduling information within the scheduling system, informing customers of delayed arrival times, and acting as a pivot point of communication between the customer, account executive, and the primary Engineer when situations or emergencies arise are crucial to this position.

Essential Job Functions

  • Emphasis on Engineer scheduling and deployment
  • Process customer service requests to ensure that all appointments are prioritized and recorded accurately
  • Manage calendar events for a team of Engineering resources to maximize Engineer productivity
  • Confirm upcoming scheduled appointments with the customer in a timely manner
  • Provide cross-market coverage during times of PTO or other staffing needs
  • Create and maintain Field Engineering on-call list

Customer Service, Account Management and Sales Support

  • Professionally answer and direct incoming calls with a sense of urgency
  • Provide extensive assistance to Account Managers, Directors of Service Delivery, and Service Delivery Managers to facilitate customer relationship management, pricing requests, processing of new contracts, and other activities as needed
  • Maintain a rapport with assigned customer accounts to identify and address issues, concerns and additional revenue opportunities
  • Manage customers on "credit hold" status with appropriate management approval
  • Maintain an accurate database of client contacts and related account data
  • Ensure that account management documentation and required reports are timely and accurate

Competencies (Knowledge, Skills and Abilities)

  • Proven customer account management and customer relationship skills
  • Ability to work under pressure, multi-task, meet deadlines and make decisions with minimal supervision
  • Ability to develop a professional rapport, diffuse volatile situations and maintain a dynamic and professional demeanor and presence with customers and employees
  • Inform management of difficulties and propose solutions in a constructive manner
  • Strong attention to detail
  • Excellent grammar, written and verbal communication skills
  • Proficiency with the full Microsoft Office Suite
  • Outstanding attendance record
  • Strong work ethics of accountability, adaptability, self-sufficiency and job effectiveness

Experience, Educational Reqts and Certifications

Konica Minolta Offers: 

  • Competitive salary
  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Tuition Reimbursement Program
  • Ongoing professional development training

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.


Nearest Major Market: Waltham
Nearest Secondary Market: Boston

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