Customer Service Representative IV

WCL Group; Plano (TX); On-site; USD 47,000 - 55,000; Full time

Job summary

WCL Group is seeking a Customer Service Representative IV in Plano, TX for a 12-month contract on-site. The role focuses on compiling and distributing reporting from ERP systems, while coordinating with Sales, Repair, and Product Management to resolve complex customer issues.

Ideal candidates will have 8+ years in customer service or warranty support, strong communication, and proficiency with SAP/ERP tools. The position offers full-time hours, with an opportunity for extension or conversion.

Qualifications

• Verbal and written communication skills with attention to detail.
• Strong customer service mindset and interpersonal abilities.
• Ability to work independently and manage time effectively.
• Experience with MS Word/Excel/PowerPoint and ERP systems including SAP.
• Strong analytical and problem-solving skills.
• Comfort with change management environments.
• High school diploma or equivalent; Bachelor’s degree preferred.

Responsibilities

• Compile and distribute scheduled and ad hoc reports using ERP data.
• Monitor performance levels and provide operational support to field service repairs teams.
• Support Sales, Contact Centers, Parts, Repair and Product Management in issue resolution.
• Escalate unresolved grievances to designated departments for investigation.
• Perform other duties as assigned by management.

Skills

Communication

Customer service

Time management

Interpersonal skills

Analytical thinking

Independence

Documentation

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft Word

PowerPoint

Excel

ERP systems

SAP

Job description

CLIENT HIGHLIGHT

The client you will be working for is a Top 20 Fortune Global 500 Consumer Electronics and Technology Company. This opportunity will give you experience in the technology sector in the United States with a company that is a globally recognized leader in smartphones, televisions, home appliances, and semiconductor innovation — and one of the most well-known brands in the world.

LOCATION

Plano, TX 75023

COMPENSATION

• $37 per hour

SCHEDULE

• On-site
• Monday-Friday (40 hrs per week)

CONTRACT TERM

12-month contract with high likelihood of extension/conversion to full time employee

POSITION OVERVIEW – Customer Service Representative IV

The Customer Service Representative IV will support field service repair operations by compiling and distributing scheduled and ad hoc reporting using ERP and other company data systems, while monitoring and communicating performance levels to relevant teams. This role serves as a key liaison across Sales, Contact Centers, Parts, Repair, and Product Management, helping resolve complex customer issues and escalating unresolved grievances as needed.

RESPONSIBILITIES

• Compile and distribute reporting direct management assigned established on a set schedule as well as on an ad hoc basis using all available data resources including but not limited to company ERP systems.
• Monitor and communicate performance levels and provided operational support for assigned field service repair organizations.
• Support internal partners including but not limited to Sales, Contact Centers, Parts, Repair and Product Management in resolving or advising on complex issues and opportunities.
• Approve the referral of unresolved grievances to designated departments for further investigation.
• Performance of all other duties as assigned by direct management or made apparent during the course of the performance of the job.

REQUIRED SKILLS

• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
• Strong ability to work independently and manage one’s time.
• Strong ability to accurately document and record customer/client information.
• Previous experience with computer applications, such as Microsoft Word, PowerPoint, Excel, ERP systems and SAP.
• Strong analytical and problem-solving skills
• Ability to adapt to under change management environment.
• High school diploma or equivalent (Bachelor’s degree preferred).
• 8+ years’ experience in customer service, repair services operational support or warranty claims