Summary

Parts Customer Service Representatives are responsible for assisting customers in find the appropriate parts for their self-service appliance repairs. In addition, the Parts CSR will work directly with the Appliance Technicians, Service CSRs and other departments to ensure that the appropriate parts are in inventory, available for repair service calls and installation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Resolve product or service problems by clarifying the customer's concerns; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Communicating with customers through various channels and speaks with customers by phone or in person and receives orders for parts required for service repair calls.
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and concerns.
• Ensure customer satisfaction and provide professional customer support.
• Updates customer information in the customer service database during each call.
• May adjust billing or service rendered, referring service failures to designated departments for investigation.
• Pulls parts for the service technicians next day route based on service orders.
• Assist with the placement of orders, refunds or exchanges.
• Contribute to team effort by accomplishing related results as needed
• Other related duties as assigned.

Education

• High School Diploma or equivalent

Experience

• Must have a minimum of three years’ experience working in inventory and parts handling
• Must have experience working in customer support
• Proven customer call center support experience preferred
• Ability to stay calm when customers are stressed or upset
• Strong phone contact handling skills and active listening
• Familiar with inventory invoicing systems that utilize multiple screens
• Customer orientation and ability to adapt/respond to different types of situations
• Ability to multi-task, prioritize and manage time effectively
• General computer knowledge

License/Certification

• None