Customer Service Rep IV

Job Description

Job

Job Title:
Customer Service Rep IV

Job Duration: 4 Months

Client: VMware Inc

Location:
Broomfield, CO United States

Description This is not a technical position.

• Monitoring and triaging phone queues
• Working with call center managers to ensure resources are available to answer phones
• Scheduling tasks
• Providing front‑end non‑technical support for internal and external customers, following call handling procedures to ensure excellence in customer service
• Operating shift patterns, including weekends and holidays, to cover a 24/7 period
• Create, research, and update service requests; route them to appropriate product support teams
• Interface with global support teams and field personnel; implement escalation procedures as required
• Execute business continuity procedures, including disaster recovery operations, as defined by established protocols
• Perform contract entitlement checking and work with customers to establish purchase order documentation if service is not entitled
• Enforce tiered services based on customer contract level and route customers appropriately
• Other duties as required