Customer Support Specialist - Repairs

JOB SUMMARY

The primary duties of this Repair Sales Specialist position will be the approval and follow up process for repairs. This role also manages the BER and Outsource function while maintaining a positive Radwell image to ensure a high level of customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provide excellent Customer Service when speaking with customers Answer incoming phone calls, chats, or emails (interactions) through Genesys Wrap up the phone call, chat, or email (interaction) with the correct “Wrap Up Code” for tracking and data purposes Proactively work on your pending request to limit multiple follow ups from the customer During or after a customer discrepancy is resolved, continue to work with each department at Radwell for continuous improvement and corrective action. These departments are included but not limited to: Shipping, Warehouse, Production, Procurement, Accounting, Quality, Receiving, Sales (inside/outside). Add detailed notes in Genesys and P21 (or Spectrum when applicable) with what action was taken Issue Misc. Credits (partial refunds) when applicable Complete tasks in P21 as assigned Escalate any/all Customer Service issues to the Service and Post-Sale Supervisor Assist on special projects as needed Maintain a high level of organization in all systems including the presentation of your working/desk area Respond to all customers in a timely, efficient, and professional manner Review all information in both P21 and Spectrum prior to processing quotes/orders Send quotation via email to customer. For credit card and rush repairs, it is imperative to call within an hour of sending the quotation. If a purchase order is provided, please review the hard copy and process appropriately. Rush Repairs must be processed prior to 3pm Pre-approvals must be processed same day Transfer quote to order with accuracy Process all payments accurately (Terms, Credit Card, Wire, etc.) Manage internal and external phone calls daily Handle Outsource repairs by working with customer, vendor and purchasing department Handle BER requests fully Provide a high level of customer service and support Follow up once a month on all repairs in Pending Customer Approval statuses maintaining a sixth month holding period Monitor and complete all P21 and Spectrum tasks within 24 hours of receipt Work jointly with inside and outside sales staff to close orders Enter all information internally and externally into Spectrum as it is received in order to maintain a high level of awareness between departments Monitor all incoming emails sent to View email address on click.appcast.io and View email address on click.appcast.io daily and address accordingly Contribute to team efforts to accomplish departmental goals Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Manage in-house summary daily. Assuring all jobs are up to date and in the correct status, with recent customer communication Some duties and responsibilities may be modified, removed, or added to accommodate current workload.

METRICS AND MEASUREMENTS

90% of incoming phone calls are answered 100% of incoming chats are answered 100% of incoming emails (interactions) are answered Ensure no interaction is in your queue unanswered for more than 24 hours Ensure no task in P21 assigned is not addressed within 2 business days 30 Outbound Calls Daily for Repair Approvals 20 Quotes Sent Daily for Repair Approvals

SUPERVISORY RESPONSIBILITIES

None required.

KNOWLEDGE & SKILLS REQUIRED

Strong Computer proficiency Being able to multi-task and ability to work at a fast pace Attention to detail Problem solving abilities Good communication skills Ability to work independently and with others Self-motivated Effective verbal and written communication skills including note taking Ability to prioritize and manage time effectively Demonstrates consistent, reliable attendance and punctuality; reports to work as scheduled and maintains dependable presence to support team operations

EDUCATION & EXPERIENCE

High School Diploma or equivalent preferred 1 to 3 years related customer service experience and/or training preferred Experience in these programs is a plus: P21, Genesys, Salesforce, ADSI, and Microsoft Office including Excel, PowerPoint, and Outlook

COMPENSATION

The recruiting base pay range for this full-time position is $21.00/hr to $23.00/hr . Within the base pay scale, individual pay is determined by factors including job-related skills, experience, and relevant education or training Performance-based incentives tied to accuracy and productivity

WORK SCHEDULE

Your work schedule is 8:00am – 5:00pm Monday through Friday. You are required to be at your workstation and have all programs opened and logged into by your start time. Any overtime and/or time-off must be requested and pre-approved by a Supervisor or Manager in the Department. Come to work on time and adhere to accepted time off policies. If you are finishing up any work or phone call at the end of your shift, the late shift manager must be notified.

WORK ENVIRONMENT

The environment is a professional open office environment. It may be necessary from time to time to go to other office, plant and inventory warehouse environments relative to the requirements of the position. Dress attire is casual but professional in an office setting. You must adhere to the shoe policy if going out to the plant and inventory warehouse environments. Radwell ID Badge and Radwell access card must be always worn. Radwell Safety Policies must be always adhered to.

EMPLOYER'S RIGHTS

This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. #J-18808-Ljbffr Radwell-International