86 Repairs Customer Service Specialist (Hybrid Work Schedule)

Parts Town•Fort Wayne, IN

11d•Hybrid

About The Position

The 86 Repairs Customer Service Specialist serves as the front line of the 86 Repairs customer experience. In this role, you'll partner with restaurant operators, service providers, and internal teams to ensure equipment issues are resolved quickly and efficiently. You'll leverage your customer service expertise, restaurant industry knowledge, and problem-solving skills to troubleshoot issues, coordinate repair solutions, and deliver exceptional support throughout the service lifecycle. If you bring curiosity, a strong work ethic, and a passion for helping customers, we'd love to speak with you!

Requirements

3 + years of experience in a customer-facing role, preferably within restaurant, hospitality, foodservice, or service-related industries (either front-of-house or back-of-house).
Strong troubleshooting, analytical, and problem-solving skills and enjoy finding solutions in real time.
Excellent communication skills and can effectively support a variety of customers and stakeholders.
Exceptional organizational skills and can successfully manage multiple priorities in a fast-paced environment.
High level of accountability, self-motivation, and attention to detail.
Proficient in MS Office.
Flexibility to work afternoon, evening, weekend, and occasional holiday shifts as required by the role.
Quality, high speed internet connection at home.
All-star communicator and are proficient in English (both written and verbal).

Nice To Haves

Experience with Google Workspace, Excel, help desk, customer support, or cloud-based telephony platforms is a plus.
Bilingual is a plus.

Responsibilities

Respond promptly to customer inquiries across multiple channels, including phone, email, chat, text messaging, Slack, and customer portals, delivering exceptional service and clear communication throughout every interaction.
Troubleshoot equipment and service issues in real time, collaborating with customers and vendors to identify root causes, solve complex problems, and determine the most effective resolution path.
Coordinate repair visits and service activities, leveraging service history and data insights to minimize downtime and maximize customer uptime.
Manage service requests from initiation through resolution, ensuring time-sensitive issues are addressed quickly while maintaining accurate documentation and records across company systems.
Build strong relationships with customers, vendors, and internal teams by serving as a trusted resource, advocating for customer needs, and helping deliver a seamless end-to-end service experience.
Identify opportunities to improve processes, customer satisfaction, and operational performance while consistently maintaining high standards of quality, accuracy, and accountability.