Customer Service Representative
3 weeks ago
Job Summary:
Toshiba America Business Solutions, Inc. is seeking a Customer Care Associate to join our team. As a Customer Care Associate, you will be responsible for providing exceptional customer service and support to our clients.
Key Responsibilities:
- Review escalated service requests and distribute to appropriate internal or external departments for resolution.
- Monitor escalations and follow up to ensure Service Providers receive requests in a timely manner, providing the highest levels of customer service possible.
- Handle customer calls, complaints, and questions with appropriate professionalism and etiquette.
- Ensure all customer calls are returned in a timely manner.
- Perform Swivel seat activities for selected accounts, ensuring dispatch activities are timely and accurately documented according to dispatch practices using automated systems and/or established reports.
- Set up, maintain, update, and close requests accordingly in the system.
- Review open activity and prioritize by account, time of call, etc. Contact Dealers individually as required to ensure efficient handling of service requests.
- Monitor and dispatch MPS email box tickets from Dealers using automated systems and/or established reports. Set up, maintain, update, and close requests accordingly in the system.
- May assist in training new Dispatchers to effectively perform their assigned duties.
- Participate in cross-functional teams as required to address service/support initiatives.
- Perform other duties as assigned.
Requirements:
- High School Diploma or GED.
- Minimum of one year of customer support or dispatch experience.
- Courteous and professional telephone manner, along with the ability to deal effectively with customers/clients in a fast-paced environment.
- Good communications and organizational skills.
- Must be computer literate with basic knowledge of Microsoft Office (Word & Excel).
Toshiba America Business Solutions, Inc. offers a competitive salary and generous benefits package, including group health coverage, employee assistance programs, pre-tax spending accounts, pet insurance, a 401(k) plan, company-provided life insurance, employee discounts, a generous paid holiday schedule, paid vacation, and sick/personal business/volunteer days.
Toshiba America Business Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression, and sexual orientation or any other protected factor.
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