Computer Diagnostics Specialist - Customer Service
About The Position
Nebraska Furniture Mart (NFM) is hiring a Computer Diagnostics Specialist to provide customer service, process returned items, and resolve computer issues. The role involves assisting customers with basic troubleshooting, recommending service options, evaluating customer needs, reviewing accounts and merchandise status, and processing returns, exchanges, and order maintenance. The specialist inspects and restores returned merchandise, helps with cellular inspections, and supports inventory activities. The position also requires maintaining an organized and clean tech room and tagging station, completing training, and representing NFM as a courteous and helpful team member. Depending on the region, the role may include working at a customer service register.
Requirements
- At least 1 year of computer repair experience.
- At least 1 year of customer service experience.
- Knowledge of Microsoft Office applications, including Word, Excel, and Outlook.
- Ability to work night, weekend, and/or early morning hours based on business needs.
- Must complete pre-employment screening, including a criminal background check.
Nice To Haves
- Technical degree in computer science.
- CNE or CAN certification.
Responsibilities
- Provide customer service and learn and use the NFM system as a Customer Service Specialist.
- Assist customers with basic troubleshooting and recommend appropriate service options.
- Build customer relationships, follow up on concerns and needs in a timely manner, and use the HEAT method: Hear them out, Empathize, Apologize, and Take-Action.
- Evaluate customer needs to determine necessary services and review customer accounts and merchandise status.
- Recommend service options consistent with customer expectations and NFM policies and parameters.
- Process returns, exchanges, and order maintenance for customer-owned merchandise.
- Review reports for returned items requiring inspection, with attention to customer deadlines and pickup times.
- Inspect returned items for completeness and damage, remove private information as applicable, and determine disposition.
- Assist with cellular inspections before returns.
- Restore merchandise for repair or resale.
- Support inventory processes, including tagging products, receiving, and transfers.
- Keep the tech room and tagging station organized and clean.
- Complete training and continue learning.
- Depending on the region, work at a customer service register.
Benefits
- Same-day access to earned pay on demand.
- Competitive pay with annual increases of up to 7%.
- Health, dental, vision, and life insurance.
- Short- and long-term disability coverage.
- Paid holidays upon hire.
- Paid time off after 90 days.
- Staff discount on merchandise.
- Virtual and in-person career development opportunities at all levels.
- Paid community volunteer opportunities.
- Tuition reimbursement.
- 401(k) plan with immediate ability to save and company match eligibility after one year; Berkshire Stock is available as an investment option.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
