Customer Service Representative

Location: Las Vegas, NV | Type: Contract | Work Model: Remote (PST)

Schedule

9:00 AM – 5:30 PM PST, Monday – Friday

Responsibilities

• Serve as the primary point of contact for all customer and sales representative inquiries regarding repairs, providing comprehensive information on basic product details, service pricing, and available service options/processes.
• Support a phone queue for repair inquiries while multitasking, including answering support cases via email for customers, Sales Representatives, and other field personnel.
• Provide Repair Estimates to customers to gain their approval or rejection on proceeding with Repair/Return (i.e., triage) orders, in accordance with business processes.
• Advise accounts on ProCare programs during repair approval/pricing confirmation calls.
• Work with cross-functional teams to prioritize urgent repair orders.
• Maintain meticulous documentation for each order; assist in team’s shared inbox.
• Manage repair order intake and repair approvals for assigned regions.
• Communicate guidelines and policies effectively with all internal and external customers; escalate urgent situations to leadership when necessary.
• Enter complaint information in a timely manner for tracking and visibility.
• Maintain excellent customer service throughout all interactions, with timeliness, professionalism, and genuine care as key performance metrics.

Requirements

• High School Diploma.
• 2+ years of customer service experience.

Benefits

• Health and welfare benefits coverage options including medical, dental, and vision.
• Spending accounts.
• Life insurance and voluntary plans.
• Participation in a 401(k) plan.