Benefits:
- 401(k)
- 401(k) matching
- Bonus based on performance
- Competitive salary
- Employee discounts
- Health insurance
- Opportunity for advancement
- Paid time off
- Parental leave
Job Summary:
The Senior Specialist - Service Department is a key role within our customer service team, responsible for managing customer interactions through various channels, including phone calls, text messages, and emails. This role involves dispatching service calls, coordinating with technicians, and ensuring efficient and effective communication. The ideal candidate will have exceptional customer service skills, a strong ability to multitask, and a proactive approach to problem-solving.
Key Responsibilities:
Customer Interaction:
- Handle inbound and outbound customer calls with professionalism and efficiency.
- Respond to customer inquiries and issues via text messages and emails.
- Provide accurate information about products and services, and resolve customer complaints.
Service Dispatch:
- Dispatch service calls to appropriate technicians based on location, expertise, and availability.
- Monitor and track the status of service calls to ensure timely completion.
- Coordinate with technicians to resolve any issues that arise during service calls.
Collaboration and Coordination:
- Work closely with technicians to provide them with necessary information and support.
- Maintain clear and concise communication with the service team to ensure seamless operations.
- Collaborate with other departments as needed to resolve customer issues.
Administrative Duties:
- Document all customer interactions and service call details in the Wilson Appliance systems
- Prepare and send follow-up communications to customers as needed.
- Assist with training and mentoring junior call center staff.
Performance Monitoring:
- Track and report on key performance metrics related to customer service and service dispatch.
- Identify areas for process improvement and contribute to the development of new procedures.
Flexible work from home options available.