Customer Care Specialist

About Trafera:

It's no secret that technology has changed, especially for schools. Competing and staying successful in an ever-evolving world of digital transformation takes more than just a technology friend, it takes a true technology powerhouse.

Based out of St. Paul, Minnesota along with locations in Oklahoma and Louisiana, Trafera is a dynamic and growing company wholly immersed in the K-12 and higher education marketplaces. We provide and service both new and recertified technology ranging from Chromebooks, desktops, mobiles, servers, storage, and networking hardware to our customers. On top of that, Trafera also provides support to educators and admins to ensure that the technology we sell can be meaningfully integrated into the student learning experience.

We are passionate about serving the needs of not only our customers but also our employees. Working at Trafera, you will be part of an energetic team surrounded by enthusiasm to support K-12 schools. We support open, honest, and transparent communication, continual learning, and employee-driven initiatives. Come join us!

Benefits

Our total rewards package includes: • Competitive wages. • Starting & immediate 3-week PTO accrual. • 401(k) plan through Empower with 4% company match and immediate full vesting. • Health insurance through BCBS of MN. • HSA (w/ employer contribution) & FSA eligibility through Further. • Dental and vision insurance through MetLife. • Valuable extras including LegalShield & IDShield insurance. • Company paid life, AD&D, and disability insurance. • 7 paid holidays (plus 2 floating holidays).

Job Summary:

As a Customer Care Specialist, your primary role will be to work alongside the Customer Care Team to foster a first-class customer experience. You will spend your days directly engaging with customers and collaborating with other departments across the organization to take care of customers at every step of their technology journey. Your impeccable attention to detail will be utilized daily to ensure a smooth and positive customer experience in the areas of order processing and post-sale support.

This role offers a hybrid schedule.

Position Duties/Responsibilities:

• Process and audit all Customer purchase orders accurately within the company ERP system
• Create and resolve tickets for customer concerns within the company CRM system
• Generate quotes for all paid repairs, ensuring pricing is accurate to customer.
• Work alongside procurement team when paid repair pricing is inaccurate or missing.
• Approve/Decline/Remove SROs from paid repair queue based on customer response.
• Update warranty entitlement on sold serial numbers, creating units in company ERP as required.
• Create service orders (SROs) and customer return labels for incoming repair where automation does not automatically generate SRO.
• Create parts dispatch orders as required to meet customer demand.
• Meet or exceed quarterly key performance indicators (KPIs).
• Provide exceptional customer service over the phone, transferring customers to other extensions for support when necessary.
• Directly respond to customers’ inquiries on orders, tickets, and service orders/service requests.
• Proactively identify areas of opportunity for continuous improvement.
• Maintain positive relationships with customers, employees, and partners.
• Assist with special projects as assigned.

Required Skills/Abilities:

• Proven ability to complete tasks with thoroughness and accuracy.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to adapt to a changing environment and handle multiple priorities.
• The desire and ability to work together, as a team and across the organization, towards the end goal of customer satisfaction.
• Excellent written and verbal communication skills.
• Working knowledge of Microsoft Office Suite.

Education and Experience:

• High school diploma or equivalent.
• Minimum two years customer support experience.

Essential and Physical Requirements:

• Position is on a hybrid work schedule and requires the ability to travel to the Arden Hills, MN office weekly.
• Must be able to remain in a stationary position 80% of the time.
• Ability to lift and carry or otherwise move a laptop computer regularly.
• Must be able to communicate with customers over-the-phone.

EEO Statement:

Trafera is proud to be an equal opportunity employer, providing equal opportunity to all employees and applicants based on an individual's qualifications, without regard to race, gender, religion, color, age, national origin, disability, genetic information, sexual orientation, gender identity, familial status, marital status, status with regard to public assistance, local human rights commission activity, amnesty, status as a covered veteran or any other protected factor in accordance with applicable federal, state and local laws.

The hiring process for successful candidates includes successfully completing a team interview and background check. We E-verify all new hires.