Customer Service Representative in Appliance Repair

Benefits:

• 401(k) matching
• Company parties
• Dental insurance
• Opportunity for advancement
• Paid time off

Job Title:Customer Service Representative
Location:Hybrid / remote within commutable distance to Rogers, MN
Employment type:Full time salaried / exempt
Core hours:7:00 4:00 M-F w/ flexibility based on needs of the business
Salary range:$40,000 - $50,000

Benefits:

Paid PTO
Paid company holidays
401k with company match
Health insurance contribution
Employer paid disability insurance
Annual bonus
Employee referral bonuses
Quarterly company sponsored events

Required qualifications:

High school degree or equivalent with at least 2 years of customer service or sales experience. Call center or phone sales experience is a plus.

About us:

We launched Omega Force Appliance Repair because we want to be a force for good. We are there to step up, treat others with respect, deliver as promised to our customers and do things right. Along the way we offer our team a true meritocracy where hard work is rewarded and a positive team environment where employees are treated with respect and business is conducted with integrity and morality.

Job description:

The customer service representative (CSR) is a critical member of our team and has the important responsibility of handling our most valuable asset: our customers. Our CSRs are our customers first point of contact and our first opportunity to present our customers with the exceptional service we are known for. Core responsibilities include:

Answering / transferring / routing inbound calls
Reviewing and responding to customer inquires through other mediums including text messages, emails and third-party lead generation services
Communicating with customers to collect key details on their issues and service needs
Responding to customer complaints and resolving or escalating concerns to ensure customer satisfaction
Creating call sheets containing customer, appliance and issue information
Conducting introductory level troubleshooting (triage) and escalating issues to dedicated internal resources for advanced troubleshooting where appropriate
Scheduling appliance repairs with field service technicians
Communicating service fees and collecting customer payment information
Checking delivery status of appliance parts needed for the upcoming days schedule
Ordering parts from non-distributor channels (e.g. direct from manufacturers)
Periodically collecting parts returns from field service technicians, requesting RMAs and shipping parts
Communicating collaboratively with internal resources using voice, text message, group chats and emails
Other responsibilities as assigned

An ideal candidate will:

Act in accordance with the companys core values and:
oDo what it takes to get the job done right
oAct with integrity
oExhibit a positive demeanor
oCommunicate confidently
oUse emotional intelligence
oPossess grit
Maintain composure in a fast-paced environment and not become stressed when confronted with multiple sources of communication and multiple priorities
Be dependable with their availability and be disciplined about remaining focused under limited supervision
Have a welcoming and helpful demeanor and enjoy talking to people
Have an underlying instinct for sales
Have confidence and experience working with computer applications related to data entry
Possess and demonstrate a sense of urgency
Possess a valid drivers license

This is a remote position.