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Customer Care Specialist - VIRTUAL
San Jose, CA 95118 US | Fully Remote TELECOMMUTE US
Job Description
Serve as the primary point of contact for all customer and sales representative inquiries regarding repairs, providing comprehensive information on basic product details, service pricing, and available service options/processes.
HOURS ARE 8am to 5pm PT
Position Description (Principle Duties and Responsibilities)
- Support a phone queue for repair inquiries while multitasking, i.e., answering support cases (via email) for our customers, Sales Representatives, and other field personnel.
- Provide Repair Estimates to customers to gain their approval or rejection on proceeding with Repair/Return (i.e., triage) orders, in accordance with business processes.
- Timeliness, professionalism, and genuine care in their interactions (via phone, in person or email) will be key metrics for this individual's performance.
- Communicate guidelines and policies effectively with all internal and external customers.
- Advise accounts on ProCare programs during repair approval/pricing confirmation calls.
- Work with cross-functional teams to prioritize urgent repair orders.
- Extensive troubleshooting capabilities.
- Assist in oversight of team's shared inbox.
- Assess and escalate urgent situations to leadership when necessary.
- Enter complaint information in a timely manner for tracking and visibility.
- Maintain excellent customer service throughout all interactions.
- Review service contract discrepancies and collaborate with the field and Service Contracts Team to best take care of the customer.
- Provide detailed information to the Accounts Receivable Team to better educate our customers on charges and assess validity of invoices.
- Act as a liaison between our customers and our in-house teams to answer technical questions about our products or repairs.
Job Requirements
Requirements
- Demonstrated proficiency in MS Excel, Word, Access, Outlook, and ERP systems (including data analysis tools i.e. queries, pivot tables, etc.).
- Preferred experience with Oracle.
- Must be able to communicate with large groups of people.
- Must be able to generate and explain guidelines and procedures.
- Demonstrated customer service skills, including the ability to communicate professionally and effectively with field-based customers via telephone and e-mail to continuously drive customer satisfaction.
- A high degree of emphasis on accountability for quality/GMP compliance, customer service, levels, inventory management and cost reduction.
Contract positions
Will be employed and paid hourly by iMPact Business Group. Benefits (medical, dental & vision) are available after 90 days of employment.
Permanent placed employees
Paid by and qualify for benefits in accordance with the policies of the hiring company.
Submit your resume today to be considered for this position. A recruiter will review within a business day or two and will reach back out to you if they would like to discuss next steps.
Internal Positions
We have several internal positions at iMPact that we are hiring for. Please view our internal positions here.
- Recruiters
- Account Managers
Learn more about working with iMPact Business Group
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