Customer Care Associate

Customer Care Associate

Hourly range: $20.00 to $23.00 based on experience.

Toshiba America Business Solutions Inc. (TABS) is an industry leader in equipment digital displays document security and software solutions that keep businesses running brilliantly and efficiently. We have an excellent opportunity for a Customer Care Associate at our corporate headquarters located in Lake Forest CA.

Our people bring creative realworld solutions for our clients print management needs; we help cut costs secure documents and reduce the environmental footprint. We are a growing dynamic organization that has a need for people who are driven to contribute their professional best.

Summary:

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. Ensure calls are dispatched promptly. Handle customer calls complaints and questions with appropriate professionalism and etiquette. Ensure all customer calls are returned in a timely manner.

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. Ensure calls are dispatched promptly.
• 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. Ensure 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 request.
• 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.

Qualifications:

• 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 fastpaced 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 the following:

• Group health coverage (medical dental & vision)
• Employee Assistance Programs
• Pretax spending accounts
• Pet Insurance
• 401(k) plan
• Company provided life insurance
• Employee discounts
• Generous paid holiday schedule paid vacation & 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.

We also consider qualified applicants regardless of criminal histories consistent with legal who need a reasonable accommodation because of a disability for any part of the employment process should emailto request an accommodation.