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 or work in a TBS office at locations posted.

Our people bring creative, real-world solutions for our client's 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 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 the following:

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Pre-tax 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 requirements. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email AccommodationRequest@tabs.toshiba.com to request an accommodation.