Customer Service Representative IV - LAC

Responsibilities

• Reviews and works open tickets to ensure progression in the dispatch process.
• Provides guidance on key program(s) technical skills required.
• Daily calls to technicians in order to negotiate rates and on-site schedules
• May assist with scheduling team members on specified program(s)
• Leads process improvement initiatives
• Provides certification of training given to new employees during "knowledge check"
• Trains new team members on key program(s)
• May assist with other duties as assigned
• Knowledge Skills and Experience
• 1 to 3 years of relevant work experience
• Education
• High School Diploma.
• Some college credits preferred.
• Other :
• Ability to clearly communicate and understand both verbal and written English
• Ability to utilize experience, process documentation, and logical thought process to determine course of action
• Able to constructively work under stress and pressure when faced with high workloads and deadlines.
• Thorough knowledge of customer service standards Intermediate level
• Ability to multitask in a fast-paced environment
• Overtime may be required based upon business needs
• Remote/ Work from home if appropriate
• On Call available may be required as necessary
• #DNS
• What's In It For You?
• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization : Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
• Don't meet every single requirement? Apply anyway.

Benefits

Additional Information

Job Purpose : At TD SYNNEX-Shift we are looking for someone who maintains direct contact with Technicians, via telephone, email, chat or through other social media platforms. Supports Dispatch team by developing and maintaining positive relations with internal and external technicians. Gives support to supervisors in day-by-day cases/tickets Works with various departments to meet maintenance services sales goals. Works with customers and/or peers to receive accurate account of equipment failures and provides reports to management. Focus of work may be dispatching and negotiating with technicians Strong Field Nation knowledge that allows monitoring work orders Dispatching: Responds to customer identify appropriate skills according to customer's needs and scope of work. Recommends price changes based on location skills. Negotiation skills: Review scope of work required and define appropriate payment for the technician. Resolves on site scheduling and parts shipping issues.

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