Customer Service Repair Diagnostician

Palmetto State Armory L • West Columbia, SC

10h • Onsite

About The Position

The Customer Service Repair Diagnostician handles customer inquiries and complaints to help diagnose and resolve customer issues. This position provides alternative solutions for returns and/or repairs with the objective of retaining customer's business. The primary responsibility of this position is to ensure a timely resolution to customer issues. This often means helping the customer understand their product and how to fix the problems without having the product returned for repairs. When possible, this position may determine the problem resolution can be fixed by sending a replacement part(s) to the customer to correct the issue without sending the product in for repairs. This position utilizes critical thinking skills, as well as decision making skills for prompt resolution that has a positive ending result for the customer and the company.

Requirements

• High School Diploma or equivalent
• Firearms manufacturing experience or gunsmithing experience
• Proficient experience with diagnosing and/or repairing PSA products.
• Proficient experience operating a computer in several different platforms
• Excellent oral, written, and leadership skills
• Time management & organizational skills are essential
• Maintain confidentiality as required

Responsibilities

• Responsible for collecting information from the customer to understand their issue and providing guidance on how to resolve it without returning the product. Determine if a replacement part can be sent to the customer to fix the issue without sending the product in for repairs. When talking through the issue with the customer and/or sending a replacement part is not feasible, then this role will initiate the customer return process to bring their product in for repair.
• Provide "One Call" resolution to customers who have additional needs regarding their order, replacements, or accessories.
• Must be patient and have pleasant telephone skills.
• When not fielding customer calls, this position will be performing repairs on customer returns.
• Continually maintain working knowledge of all company products, services and promotions and proactively seek out further training and knowledge base if needed.
• May be required to work in one or multiple queues/skill sets over various customer contact channels, including email, chat, video conferencing, and phone, depending on the customer needs.
• Illustrate critical thinking by ensuring all resources that have been provided are utilized and updated in real time prior to escalating any customer to a higher level.
• Prioritize customer's orders by ensuring all Key Performance Indicators are met by continuing to request necessary information required for customer satisfaction, up to escalation, if needed.
• All other duties, as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees