Customer Repair Representative

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Job Description
Job Description
Customer Repair Representative
Location: Hoffman Estates, IL
The Customer Repair Representative provides knowledgeable, professional support to customers requesting repair services or inquiring about account status. This role plays a key part in ensuring customer satisfaction by resolving issues efficiently and coordinating across multiple departments.
Primary Responsibilities:
Provide phone support to internal and external customers regarding repair scheduling and account inquiries
Quote prices and lead times for parts and repairs; respond to customer correspondence via email and web
Issue and process Return Authorizations (RAs), check repair order status, and maintain accurate documentation
Serve as a key point of contact between the Customer Support Center and the PCB/Motor Repair, Warehouse, and Service departments
Provide backup support to other roles within the department as needed
Assist with technical problem-solving and help train new team members
Availability to work overtime as required
Requirements:
High School Diploma or GED
3+ years of customer service experience, preferably in a technical, manufacturing, or service-oriented environment
Experience handling escalated customer issues and complex service requests
Strong written and verbal communication skills
Proficiency with Microsoft 365 and general office software
Experience with ERP systems such as Oracle (or similar)
Ability to work professionally with individuals at all levels of an organization
Preferred Qualifications:
Associate degree or equivalent experience
Experience with Oracle and Five9
Technical aptitude for identifying parts or components
Experience with ACD phone/headset systems
Familiarity with repair, warehouse, or service environments

Vacancy posted 3 days ago

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