Provides telephone and e-mail support to customers in resolving simple shipping, credit, returns issues and entry level product support.
Follows procedures and guidelines to provide service to customers in a timely manner.
Essential Duties & Responsibilities Required
Provides the highest level of customer service at all times to internal and external customers (20%)
Creates SR's and all tasks associated with customer calls, e-mails, faxes, etc (20%)
Creates follow-ups with customers in order to provide the best customer experience. (20%)
Identifies issues that need escalation and passes on to the appropriate person. (15%)
Performs additional duties as assigned (15%)
Follows department guidelines for methods of research and accuracy. (5%)
Maintains notes in appropriate systems. (5%)
Other Duties & Responsibilities :
Meets attendance and punctuality standards
Qualifications, Required Knowledge Skills & Abilities and Working Conditions
No prior experience necessary.
Education & Certifications :
High School Diploma Required.
Working Conditions :
Occasional non-standard work hours or overtime as business requires.
Professional, office environment.
Required Knowledge, Skills & Abilities :
Able to execute instructions and to request clarification when needed.
Possesses basic clerical and data entry skills.
Possesses strong data entry skills.
Ability to input 60 words per minute
Able to perform basic mathematical calculations.
Able to recognize and attend to important details with accuracy and efficiency.
Able to communicate clearly and convey necessary information.
Able to converse and write effectively in English and Spanish.
Possesses strong multi-cultural interpersonal skills.
Able to constructively work under stress and pressure when faced with high workloads and deadlines.
Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
Able to maintain confidentiality of sensitive information
Able to be immobile for long extended periods.
Able to build solid, effective working relationships with others.
Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others.
Able to quickly learn new systems and technology.
Able to use relevant computer system applications at an intermediate level.
Cultural Competency Requirements :
Within Tech Data diversity is one of our fundamental shared values. We are a multi-cultural environment and we pride ourselves on being a welcoming place of work where we celebrate inclusion and champion people from a multitude of backgrounds.