General Job Description
Responsible for providing exemplary customer service and managing the warranty process from inception to completion while also providing improvement and/or upkeep of all Quality Assurance systems, trends, programs, and tools.
Job Duties
Customer Service
· Providing customer service professionally in the following circumstances:
o Daily customer interactions via phone/email/in-person
o Placing customer orders
o Satisfying customer demands
o Problem solving in conjunction with the customer
o Conflict resolution
o Daily department communications/service report outs/sales tracking/cost analysis
Warranty Administration
· Follow the warranty process from initial warranty claim to closure
· Establish and clearly designate a physical warehouse location for all RGAs(return goods authorization)
· Manage RGAs
· Maintain standardized processes for tracking and reporting the following warranty-related performance indicators:
o Total warranty cost
o Warranty cost as a percentage of sales
o 90-Day Wrench-Free performance
o Warranty claims per 100 units
o Track warranty claims
o Track warranty per unit and reoccurring failures
· Quarterly review with department managers to report warranty metrics
Service and Repairs
· Implement system to track current CSA’s, cost, and pricing
· Establish CSA and refurb costing with brochure to increase sales
· Quote service and repairs independently
Ownership and Accountability
· Primary owner responsible for ensuring all warranty and service metrics are accurately tracked, maintained, and updated on a consistent basis
· Clear documentation of the process used to track each metric
Qualifications
· Minimum high school diploma
· College degree preferred
o Without 2 yrs of college, 5-7 years of progressive customer service experience desired.
o With 2 yrs or more of college, 1-3 years of customer service experience
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Work Location: In person
