Customer Service Device Repair Technicia

Responsibilities

• Engage with customers in logging device repair input.
• Perform initial assessment to determine repair feasibility and estimate.
• Repair cell phones, tablets, light fixtures, and other devices as needed.
• Receive, pack, and ship devices.
• Install batteries, perform tests, and complete technical work.
• Able to rebuild cordless drill batteries and other battery packs as needed.
• Maintain proper inventory.
• Participate in formal training of store associates, including tearing down devices, taking photos, and assisting with video training production.
• Provide live camera-based remote support (e.g., Skype) for in-store device repairs.
• Follow all safety rules and regulations; wear proper Personal Protective Equipment (PPE).
• Greet customers promptly, determine needs, and answer questions.
• Suggest sales add-on items and participate in retail and commercial sales activities to achieve goals.
• Ask questions to identify potential commercial customers.
• Operate computer/cash register to initiate and complete sales transactions.
• Answer phones, assist callers, and ensure messages are relayed in a timely, accurate manner.
• Develop and maintain current knowledge of product and service offerings.
• Engage as a proactive, "can-do" team member, following through on commitments and tasks.
• Assist in all store operations responsibilities as assigned by the Store Manager.
• Rotate and stock inventory; load, unload, and deliver product to customers or via third-party delivery companies.
• Organize daily recovery of displays to achieve full store appearance.
• Maintain retail shelf label pricing.
• Build displays; set up and take down shelves and fixtures.
• Prepare store for daily opening and closing, including counting and reconciling register drawers.
• Maintain physical facility safety and appearance, including sweeping, mopping, and vacuuming floors.

Requirements

• Minimum H.S. diploma or equivalent plus 3-6+ months of previous customer service and device repair experience.
• In lieu of device repair experience, minimum associate’s degree in electronics or other technical field.
• Demonstrated technical aptitude; ability to quickly learn new processes and technologies with minimal guidance.
• Strong attention to detail and ability to manage and track multiple commitments effectively.
• Excellent communication and customer service skills, both oral and written.
• Strong customer service focus with the ability to inform, teach, and train.

Working Conditions

• Typical warehouse environment, with some tasks performed in a traditional office setting (e.g., live store support).
• Regular use of hands to handle or touch electronic products.
• Regular use of a computer and other office equipment.
• Frequent lifting of 10-20 lbs, occasional lifting of 50 lbs, and infrequent lifting of more than 50 lbs.