Support Center Specialist

At a Glance

As a Support Center Specialist for our Break Fix Team, you'll provide support to BDS field employees, retail employees, clients and others that call in to our Support Center. You will respond promptly to all inbound calls and assist in resolving any issues that may arise. In addition, you will conduct outbound calls to conduct audits on our field employees' store visits and field work, obtain store level feedback, and gather mystery shop data.  Our ideal candidate is self-motivated, patient, and has excellent customer service skills and attention to detail!

What is Break Fix? The maintenance and merchandising of interactive displays to ensure brands are optimally represented at retail.  

This is a full-time, remote position a mixed schedule of hours over 5 days between Monday and Saturday.

Take a look at our videos showcasing Why You Belong at BDS! Apply today and embark on a new career journey!

Compensation

$19.00-$21.00/hour 

Overview

WHAT WE OFFER 

• Weekly pay schedule & early wage access-get paid when you need it!
• Health and wellness benefits plans
• Paid time off and holidays
• 401(k) with employer matching
• Paid Training
• Internet Allowance
• New Employee Referral bonus
• Tax savings with flexible spending accounts for parking, transit, dependents, and healthcare costs 
• Opportunity to work with a growing company that actively rewards and promotes its employees 

WHAT YOU'LL DO

• Receive inbound calls from the field team, retail employees, clients, and others; troubleshoot and guide callers on how to resolve issues.
• Pull and review field representative call forms from our online system - Insight Center (IC), training documentation, and other supplied materials.
• Enter information into IC related to tracking parts worked on and parts ordered, as well as troubleshooting issues that arise.
• Complete the necessary information required in the Support Center system.
• Conduct outbound calls to audit field representatives' performance, obtain mystery shop data, and/or follow-up on store level issues.
• Provide detailed feedback to the BDS Support Center Manager related to ongoing trends with specific field representatives' issues.
• Pull data to track and review trends and identify products with repeated issues.
• Perform test sets on client project requests; may conduct field representative visits as needed and required to fill-in.
• Additional tasks requested and required by management.

WHAT YOU'LL BRING

Experience and Education:

• High school Diploma or Equivalent
• 2+ years of Merchandising experience required
• Basic understanding/knowledge of BDS Merchandising and 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 Attributes:

• Ability to ask diligent and probing questions
• Strong detail-orientation
• Passion for learning and ability to quickly understand new concepts
• Strong interpersonal communications skills
• Excellent customer service skills
• Ability to work independently with minimal supervision
• Strong working knowledge of MS Excel, Word, and Outlook
• Ability to demonstrate a professional and patient attitude to develop a rapport with the field representatives

Physical Requirements:

• 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 10 pounds
• Continuous hand/eye coordination and fine manipulation
• Must be able to conduct test sets where necessary – lifting up to 40 pounds while standing 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

Important Information

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

CCPA Privacy Policy for CA Residents

BDS Connected Solutions. (“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.

BDS Connected Solutions offers a complete suite of Connected Commerce solutions that blend Advocacy, Training, Retail, Virtual, Experiential, and Digital environments to influence the modern buyer, regardless of where they are on their shopping journey. Since 1985, BDS has been inspired by innovation; as we continue to evolve as a trendsetter in today’s disruptive market, we enable our clients to do the same. Our industry-leading experts never stop working to discover, design, and deploy custom buying solutions that empower brands to achieve and exceed their unique sales goals. BDS is headquartered in Irvine, California with a regional office in New York City, New York. Visit us at www.BDSsolutions.com for more information.