FLSA Status: Non-Exempt Location: Remote
Reports to: FS Contact Center Mgr. Team: FieldService Operations
JOB SUMMARY:
The Appliance Support Specialist is part of the Field Service department and is primarily responsible for inbound calls/inquiries and setting up service dispatches. This individual must have professionalism, patience, and a people first attitude, while attention to detail is a must.
This individual will be responsible for assisting consumers and service technicians by providing appliance service and other product support including inquiries for service and product information, diagnosing service-related issues, ordering parts, and dispatching service while providing a stellar customer experience.
Duties and Responsibilities:
- Receive incoming calls from consumers, dealers, distributors, and service technicians and providing diagnostic support on appliances and other products
- Accept and handle technical/diagnostic calls and process emails/requests to set up new service
- Escalate calls as needed to Field Technician/Engineer for more in depth technical/diagnostic assistance
- Respond to customer and Field Technician’s emails
- Communicate to clients for approvals, diagnostic results, and shipping inquiries
- Document support on warranty service calls in tracking database
- Works closely with national service providers and individual service companies to provide product information and support
- Complete status updates on service calls completion
- Report common issues identified from service partners for escalation
- Performs other specific duties or assignments as directed by Team Manager
Qualifications:
- High school education or equivalent is required
- Minimum 1-year call center/customer service experience; experience in the field service industry a plus
- Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills
- Residential and/or Commercial appliance repair experience is a plus
- Ability to read/understand service manuals/bulletins
- Excellent communication and interpersonal skills – verbal and written, are required to effectively and accurately communicates in English via email, text, and telephone
- Possess a good attention to detail
- Ability to work with minimal supervision and research using traditional and online resources
- Working familiarity of various office equipment (telephone, computer, copier, etc.) and be PC proficient with basic skills with the internet/web applications and MS Office suite
- Ability to type 45 wpm
- Must be able to accommodate flexible work schedule based on business needs
- Open Availability
WFH Requirements:
- You are required to be working per WFH policy in an isolated area free from distractions.
- WFH performance will be monitored to ensure we are providing superior customer service to our customers
- Appropriate behavior and dress code during WFH is mandatory
- Call avoidance during WFH is strictly prohibited
Salary: $20/hour depending on experience
Job Type: Full-time
Pay: From $20.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: Remote
