Customer Support Specialist - Repairs

Repair Sales Specialist

The Repair Sales Specialist is responsible for managing the repair approval process, customer follow-up activities, Beyond Economical Repair (BER) evaluations, and outsourced repair opportunities. This role serves as a primary point of contact for customers throughout the repair lifecycle, ensuring timely communication, accurate processing, and an exceptional customer experience.

The ideal candidate is customer-focused, highly organized, and able to effectively manage multiple priorities while working in a fast-paced environment.

Key Responsibilities

• Provide exceptional customer service through phone, email, chat, and other communication channels
• Manage repair approval requests and customer follow-up activities
• Process repair quotes, approvals, and order conversions accurately
• Handle incoming customer interactions through Genesys and other communication platforms
• Apply appropriate wrap-up and tracking codes following customer interactions
• Proactively manage pending requests and follow-up activities to reduce customer wait times
• Coordinate with Shipping, Warehouse, Production, Procurement, Accounting, Quality, Receiving, and Sales teams to resolve customer issues and improve processes
• Maintain detailed notes and documentation in Genesys, P21, Spectrum, and other systems
• Process miscellaneous credits and partial refunds when appropriate
• Complete assigned P21 and Spectrum tasks in a timely manner
• Escalate customer service concerns to management as necessary
• Assist with department projects and process improvement initiatives
• Maintain organized records and ensure accurate system updates
• Review customer orders, quotes, and account details for accuracy prior to processing
• Contact customers regarding repair quotations and approvals
• Process rush repairs and pre-approvals within required timeframes
• Transfer approved quotes to orders accurately
• Process payments, including terms, credit cards, and wire transfers
• Manage outsourced repair opportunities by coordinating with customers, vendors, and purchasing teams
• Handle BER (Beyond Economical Repair) requests and customer communication
• Follow up on repairs pending customer approval in accordance with company procedures
• Monitor and process incoming emails from repair-related inboxes
• Manage daily in-house summaries and ensure all jobs are in the proper status with updated customer communication
• Perform other duties, tasks, or work as assigned

Metrics

• 90% of incoming phone calls answered
• 100% of incoming chats answered
• 100% of incoming email interactions responded to
• No customer interaction remains unanswered for more than 24 hours
• All P21 tasks addressed within 2 business days
• Complete approximately 30 outbound calls daily for repair approvals
• Complete approximately 20 repair quotations daily

Qualifications

Strong customer service skills, ability to manage multiple priorities in a fast-paced environment, strong attention to detail and organizational skills, self-motivated and able to work independently, ability to collaborate effectively across departments.

Knowledge & Skills Required

Strong computer proficiency, ability to multi-task and prioritize workload effectively, strong attention to detail, excellent problem-solving abilities, strong verbal and written communication skills, ability to work independently and as part of a team, effective note-taking and documentation skills, strong time-management skills, consistent attendance and dependability.

Education & Experience

High School Diploma or equivalent preferred, 13 years of customer service, sales support, or related experience preferred, experience with P21, Genesys, Salesforce, ADSI, or Microsoft Office applications is a plus.

Radwell Benefits

Medical, dental, and vision coverage starting Day 1 of employment, 15 PTO days, paid company holidays, company-paid short-term and long-term disability, company-paid life insurance, 401(k) with company matching.

Work Schedule This position is scheduled Monday through Friday from 8:00am to 5:00pm. Employees must be logged into all required systems and ready to work at the start of their shift. Overtime and time-off requests must be approved by management.

Radwell International LLC is an equal opportunity employer.