Repair Service Representative - 1st Shift (Remote)
About The Position
As the Repair Service Representative, you will serve as the primary point of contact for all customer and sales representative inquiries regarding repairs, providing comprehensive information on basic product details, service pricing, and available service options/processes Support a phone queue for repair inquiries while multitasking, i.e., answering support cases (via email) for our customers, Sales Representatives, and other field personnel Provide Repair Estimates to customers to gain their approval or rejection on proceeding with Repair/Return (i.e., triage) orders, in accordance with business processes Advise accounts on ProCare programs during repair approval/pricing confirmation calls Work with cross-functional teams to prioritize urgent repair orders Maintain meticulous documentation for each order; assist in team’s shared inbox Manage repair order intake and repair approvals for assigned regions Communicate guidelines and policies effectively with all internal and external customers. Escalate urgent situations to leadership when necessary Enter complaint information in a timely manner for tracking and visibility Maintain excellent customer service throughout all interactions Timeliness, professionalism, and genuine care in their interactions (via phone, in person or email) will be key metrics for this individual’s performance
Requirements
- High School Diploma or GED
- Two (2) years’ relevant work experience
Nice To Haves
- Preferred candidate resides in Pacific or Mountain Time Zone
- Call center, phone queue, remote work experience
- Proficiency in MS Excel, Word, Access, Outlook, Oracle, SAP, Salesforce, and ERP systems (including data analysis tools i.e. queries, pivot tables, etc.)
Responsibilities
- Serve as the primary point of contact for all customer and sales representative inquiries regarding repairs
- Provide comprehensive information on basic product details, service pricing, and available service options/processes
- Support a phone queue for repair inquiries while multitasking, i.e., answering support cases (via email) for our customers, Sales Representatives, and other field personnel
- Provide Repair Estimates to customers to gain their approval or rejection on proceeding with Repair/Return (i.e., triage) orders, in accordance with business processes
- Advise accounts on ProCare programs during repair approval/pricing confirmation calls
- Work with cross-functional teams to prioritize urgent repair orders
- Maintain meticulous documentation for each order; assist in team’s shared inbox
- Manage repair order intake and repair approvals for assigned regions
- Communicate guidelines and policies effectively with all internal and external customers.
- Escalate urgent situations to leadership when necessary
- Enter complaint information in a timely manner for tracking and visibility
- Maintain excellent customer service throughout all interactions
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
