Earl B. Feiden Service Advisors work directly with our customers over the phone, by email, and live online chat. They are expected to be kind, courteous, and professional at all times. They combine their knowledge and love of home appliances, with their ability to search internal databases and reference manufacturers’ product information documents so that they may input an accurate service work order request. The CSRs are responsible for building our technicians’ schedules, assigning jobs to the correct technicians based on coverage zones and skill level. We are looking for talented individuals to join our team and support our growing appliance business.
Responsibilities:
- Field phone calls, emails, and online chats from customers.
- Actively listen to the customers’ complaints, troubleshoot their issues, request all necessary information to clearly understand the issue.
- Create service work orders, assign to technicians based on type of appliance and complexity of repair, schedule appropriately on based on where the customer is located.
- Act as a point of contact for the service field technicians, and their customers: Putting together technicians' daily routes, verifying time frames with customers, entering technicians' field reports into work orders, resolving customer concerns, processing payments for services rendered.
- Reach out to, and coordinate with other departments as needed to ensure customer issues are addressed appropriately, efficiently, and safely.
- Contact manufacturer customer support centers by email and phone whenever necessary to facilitate in resolving customer issues.
Minimum Requirements for Consideration:
- Outgoing, friendly and positive attitude with strong customer service skills.
- Ability to communicate clearly and effectively in person, and in writing.
- Must be computer savvy, with the ability to quickly search through internal and external databases to gather relevant customer/product information.
- Must be generally knowledgeable about local geography.
- Must be incredibly organized.
***Experience in Appliance, HVAC, or Automotive customer service is a huge plus***
Work Remotely
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Expected hours: 40 – 50 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Day range:
- Monday to Friday
- Weekends as needed
Shift:
Experience:
- Customer Service: 3 years (Required)
- Call center: 2 years (Required)
- Dispatching Technicians/Drivers: 2 years (Required)
License/Certification:
- Driver's License (Preferred)
Ability to Relocate:
- Latham, NY 12110: Relocate before starting work (Required)
Work Location: In person