Customer Repair Representative

Job Description

Job Description

The Customer Repair Representative provides knowledgeable, professional, and high-quality support to customers requesting repair services or inquiring about account status. This role is central to customer satisfaction, resolving issues efficiently while fostering strong collaboration 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, and respond to customer correspondence by email and web.
• Accurately issue and process Return Authorizations (RAs), check repair order status, and maintain proper documentation.
• Serve as a key point of contact, facilitating cross-department collaboration between the Customer Support Center and the PCB/Motor Repair, Warehouse, and Service departments.
• Offer backup support to other roles within the department as needed.
• Communicate professionally to build and maintain positive relationships with customers and colleagues.
• Assist with technical problem-solving and provide hands-on ACD training for new team members.
• Be available to work overtime as required.
• Perform other duties as assigned.

Experience and Education

• High School Diploma or GED.
• Three or more years of customer service experience, preferably in a technical, manufacturing, or service-oriented environment.
• Experience handling escalated customer issues and complex service requests.
• Ability to quickly learn and understand company products, systems, and processes.
• Strong written and verbal communication skills, including spelling, grammar, and documentation accuracy.
• Proficiency with Microsoft 365 applications, Microsoft Windows, and common office software.
• Experience with ERP systems such as Oracle (or similar platforms).
• Ability to work professionally with individuals at all organizational levels.

Preferred Qualifications

• Associate degree or equivalent professional experience.
• Experience with Oracle and Five9.
• Technical aptitude for identifying parts or components is strongly preferred.
• Experience using ACD phone/headset systems is a plus.
• Familiarity with repair processes and service workflows; experience in electronics, mechanical components, or industrial service environments is a plus.
• Familiarity with warehouse, service, or repair environments is beneficial.

Physical & Mental Requirements

• Work is performed in a standard office environment with consistent temperature control.
• Ability to sit, stand, and walk throughout the workday.
• Occasionally required to lift or carry items weighing up to 10 pounds.
• Manual dexterity in both hands for operating a computer keyboard, mouse, and calculator.
• Visual acuity to read and interpret documents and to use multiple computer screens.
• Mental focus and cognitive ability to manage multiple tasks, prioritize effectively, and resolve customer issues.
• Emotional resilience and professionalism when handling challenging customer interactions.
• Ability to maintain concentration and attention to detail in a fast-paced environment.
• Ability to operate standard office equipment, walk short distances, and occasionally drive a vehicle to deliver or pick up materials.