Supervisor, Customer Care

Supervisor, Customer Care

• Hourly Rate: $24.85
• The pay range for the position (paid biweekly is $24.85 / per hour.

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. As a part of Toshiba America Business Solutions, Inc. you’ll be an integral partner in the success of our customers. We have an excellent opportunity for a Supervisor, Customer Care located in our headquarters in Lake Forest, CA.

Summary:

Supervise daily customer care operation in an efficient and courteous manner recording all appropriate data pertaining to the calls. Ensure all calls are handled in an efficient and courteous manner recording all appropriate data pertaining to the calls. Resolve escalated service requests and distribute to appropriate internal/external department for resolution Handle account/customer calls complex in nature. Act as central communication point for service calls. This is a working Supervisor.

Responsibilities:

• Supervise daily dispatch activities to include scheduling, coaching and department efficiency/effectiveness. Review all time card punches, approve vacation requests, and perform reviews for the Customer Care Associates.
• Respond to questions from dispatch and customer care staff. Schedule, assign and monitor workload of staff.
• Resolve escalated service requests and distribute to appropriate internal/external department for resolution.
• Monitor escalations and follow-up to ensure service providers receive requests in a timely manner.
• Respond to all inquiries with appropriate professionalism and etiquette.
• Oversee 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.
• Keep management advised of problems associated with service providers in properly taking and clearing their calls.
• Train Dispatch staff to effectively perform their job. Advise staff of changes in policy, procedures, and guidelines necessary to perform their daily role.
• Make recommendations to management as needed to improve daily workflow.
• Monitor the Dashboard to ensure answer rates SLA’s are maintained throughout the day. Monitor system readiness and escalate issues to the IT Department.
• Participate in cross-functional teams as required to address service/support initiatives.
• Perform other related duties as assigned.

Qualifications:

• High School Diploma or GED.
• 5 years of dispatch/help desk/customer support experience.
• May have been responsible for scheduling workloads in the past. Must be able to prioritize workload effectively with the ability to handle competing priorities.
• Courteous and professional telephone manner along with the ability to deal effectively with customers/clients in a fast-paced environment.
• Good communication 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
• 401(k) plan
• Company provided life insurance
• Pet Insurance
• Employee discounts
• Generous paid holiday schedule, paid vacation & sick/personal business/volunteer days
• The pay range for the position (paid biweekly is $24.85 / per hour.

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.

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 Accommodation.Request@tabs.toshiba.com to request an accommodation.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)