Employer: CAS Service Today, LLC

Address: 4735 Richmond Road, Warrensville Heights, Ohio 44128

Business phone: 216.364.2700

Contact: Tim Raleigh, Service Manager

Email: traleigh@acompleteappliance.com

 

CUSTOMER SERVICE SPECIALIST – NON-REMOTE (CSS122421)

Industry: Appliance Service Repair

Job type: Full-time, M-F, 40 hrs/week with opportunity for overtime

Pay rate: $17.00 to $20.00 per hr. (rate dependent upon experience)

Benefits: Medical, Drug Prescription and Dental Healthcare Coverage (employer pays in 60% of medical and 50% on dental premiums), PTO (paid time off), Paid holidays, 401(k) Plan (with competitive company match), Paid comprehensive on the job training.

Job summary:

The Customer Service Specialist will be responsible primarily for taking customer service calls for residential appliance repairs and will handle pre-determined processes related to these service calls in a timely and appropriate manner. Due to the service nature of the business candidate must speak English fluently. No Supervisory responsibilities.

General duties/responsibilities:

• Interacts with customers via telephone, email, online chat, or in person to set up and schedule service work tickets. May provide support and information on an assigned product or service to field technicians and management.
• Ensures that appropriate actions are taken to help resolve customers’ service needs and concerns.
• Maintains with accuracy customer work tickets and records customer interactions with details of inquiries, complaints, or comments on the computer.
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff accordingly.
• Training on new service management software system.
• Help create and meet S.M.A.R.T. performance goals.
• Performs other related duties as assigned.

Required skills/abilities:

• Dependable and reliable.
• Interpersonal skills.
• Good communication skills including being an active listener.
• Team player and works well cross functionally with other departments and management.
• Problem-solver, critical- thinker and decision maker.
• Strong organization and time management skills.
• Manages stress, prioritizes and can multi-task well in a fast-paced environment.
• Service and detail oriented.
• Knowledgeable and proficient with computers and software (Microsoft Office, Windows and Cloud based)including operating standard office machines (printers, copier, fax, etc.).
• Open to being trainable and to learn new assignments.
• One who has knowledge of or the willingness and ability to learn products, services, or specific areas ofcustomer service specialization.

Education and experience:

• High school diploma or equivalent.
• Customer service experience - relevant experience maybe substituted and sufficient for the position.

Physical requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.