Virtual Technician

Ashley Furniture Industries•Glendale, AZ

9d•Remote

About The Position

The Virtual Technician is responsible for providing excellent customer service to our Enterprise HomeStores and Customer Care associates as well as our HomeStores consumers. This position will spend most of the workday listening to internal and external customers’ concerns and troubleshooting to solve technical problems to ensure customer satisfaction while keeping the goals of the company in mind. The Virtual Technician will maintain prompt, efficient and accurate data entry to ensure customer satisfaction. This position will exhibit superior customer service with their profound knowledge of product, vendor warranties, and a broad understanding of customer service philosophy. This position will provide support and assistance to internal and external customers and demonstrate self-motivation, customer persuasion, and customer understanding. The Virtual Technician will provide information/guidance while keeping customer satisfaction and retention as a guiding factor.

Requirements

High School Diploma or GED, Required
5 years of "in-home" furniture repair experience including corner damage rebuilds, leather/vinyl repair, blind stitch, double blind stitch, and decorative stitch on leather required.
5 years of in person/face to face, live customer service experience required.
Strong attention to detail
Excellent verbal and written communication skills
Excellent people skills
Effective time management and organizational skills
The ability to collaborate professionally with customers and co-workers to efficiently serve our customers, treating both with enthusiasm and respect.
Display empathy, understanding, and patience with employees and external customers.

Responsibilities

Professionally communicate with internal and external customers including HomeStores staff, service technicians, distribution center staff, and delivery drivers throughout the business day using a variety of methods while simultaneously using the computer to take care of any technical concerns as requested by the customer.
Manages day-to-day phone calls, emails, and Teams chats from External Customers, LCC, HCC, OCC, and HomeStores requiring Tech knowledge such as Warranty, Repair Options, and Part availability.
Work with Delivery Teams and Dispatch (with the intent to keep the product in customer home) by troubleshooting concerns and answering questions.
Uses Extensive product knowledge (Function, Design How to Use, Repair Options providing How to Videos) to troubleshoot through the following communication vehicles: text, videos calls, email, and audio calls.
Conduct ride along with Service Technicians to maintain skills and knowledge of furniture repairs and required actions.
Partner with Technician Leadership to ensure awareness of new product lines (i.e., Design changes, functional changes, assembly changes/Mechanical changes).