Full Time Support Center Specialist - Warrenville, IL
# of openings
The purpose of the Support Center Specialist is to be responsible for providing support to the field employees calling in to the Call Support Center. This includes but is not limited to; responding promptly to all inbound calls from field employees and assisting them in resolving any issues that may arise during their store visits. In addition, this Specialist role may be conduct audits on the field employees store visits and field work.
+ Receives inbound calls from the field team.
+ Troubleshoots and guides field employees (aka representatives) on how to resolve issues.
+ Pulls and reviews field representative call forms from our online system i:c, training documentation and other supplied materials.
+ Enters information into i:c related to tracking parts worked on and parts ordered, as well as troubleshooting issues that arise.
+ Completes the necessary information required in the Support Center system, called five9.
+ Conducts outbound calls to audit field representative's performance and/or follow up on store level issues.
+ Provides detailed feedback to Support Center Manager related to ongoing trends with specific field representative's issues.
+ Pulls data to track and review trends, identify if any particular products are having repeat issues.
+ Performs test sets on client project requests and may conduct field representative visits as needed and required to fill in.
+ Additional tasks requested and required by management.
EDUCATION AND EXPERIENCE:
+ High school Diploma or Equivalent
+ Minimum 2-3 years of Merchandising Experience required.
+ Basic understanding of BDS Merchandising preferred
+ Basic knowledge of Resets preferred
+ Experience in Break-Fix, display build, and/or audio/visual or light display experience preferred.
+ Experience in a call center environment preferred.
+ Experience working in an independent manner and self-directed environment required
SKILLS AND REQUIREMENTS:
+ Ability to ask diligent and probing questions
+ Must be extremely detail oriented
+ Must have a passion for learning and quickly understand new concepts.
+ Must have strong interpersonal communications skills
+ Excellent customer service required.
+ Must be able to work independently with minimal supervision
+ Must have strong knowledge of MS Excel, Word, Outlook
+ Must have a professional and patient attitude to develop a rapport with the field representative
+ Must have a valid driver's license and be able to provide proof of motor vehicle insurance.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to:
+ Regularly sit, stand, walk, grasp, talk and/or hear, and drive
+ Occasionally carrying and lifting office supplies up to 10lbs
+ Continuous hand/eye coordination and fine manipulation
+ Must be able to conduct test sets where necessary - lifting up to 40lbs and stand on a tall ladder
+ Must be able to see, hear, speak, and write clearly in order to communicate with employees and/or other customers.
+ Manual dexterity required for occasional reaching and lifting of small objects, and operating office equipment.
+ Must be able to sit for long periods of time.
BDS Marketing, LLC. ("BDS") is an equal opportunity employer in every aspect of employment, including but not limited to; selection, training, development and promotion of the most qualified candidates and employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by state or local law.BDS is committed to equal employment opportunity in all other privileges, terms and conditions of employment that may not be covered in this statement.BDS is an at-will employer.
BDSmktg is an award-winning retail marketing and sales agency. With over 30 years of experience guiding customers through the buying journey, they are experts at powering sales for the world's top brands. BDSmktg offers their clients fully integrated solutions that drive brand demand and sell-through: Research, Brand Advocacy, Digital, Retail Readiness, and Retail Environments. Founded in 1984, BDS Marketing, LLC. is headquartered in Irvine, California with regional offices in Chicago, Illinois and Columbus, Ohio. For more information, visit www.BDSmktg.com.