Repair Sales Specialist

Key Responsibilities

• Provide exceptional customer service through phone, email, chat, and other communication channels
• Manage repair approval requests and customer follow-up activities
• Process repair quotes, approvals, and order conversions accurately
• Handle incoming customer interactions through Genesys and other communication platforms
• Apply appropriate wrap-up and tracking codes following customer interactions
• Proactively manage pending requests and follow-up activities to reduce customer wait times
• Cook up and track customer interactions in Genesys, P21, Spectrum, and other systems
• Maintain detailed notes and documentation in Genesys, P21, Spectrum, and other systems
• Process miscellaneous credits and partial refunds when appropriate
• Complete assigned P21 and Spectrum tasks in a timely manner
• Escalate customer service concerns to management as necessary
• Aid with department projects and process improvement initiatives
• Maintain organized records and ensure accurate system updates
• Review customer orders, quotes, and account details for accuracy prior to processing
• Contact customers regarding repair quotations and approvals
• Process rush repairs and pre-approvals within required timeframes
• Transfer approved quotes to orders accurately
• Process payments, including terms, credit cards, and wire transfers
• Coordinate with Shipping, Warehouse, Production, Procurement, Accounting, Quality, Receiving, and Sales teams to resolve customer issues and improve processes
• Monitor and process incoming emails from repair-related inboxes
• Manage daily in-house summaries and ensure all jobs are in the proper status with updated customer communication
• Perform other duties, tasks, or work as assigned

Qualifications

• Strong customer service skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and organizational skills
• Self-motivated and able to work independently
• Ability to collaborate effectively across departments
• Knowledge & Skills Required:
• Strong computer proficiency
• Ability to multi-task and prioritize workload effectively
• Strong attention to detail
• Excellent problem-solving abilities
• Strong verbal and written communication skills
• Ability to work independently and as part of a team
• Effective note-taking and documentation skills
• Strong time-management skills

Education & Experience

• High School Diploma or equivalent preferred
• 1–3 years of customer service, sales support, or related experience preferred
• Experience with P21, Genesys, Salesforce, ADSI, or Microsoft Office applications is a plus