Accounting, Active Directory Services Interface, Bit Error Rate (BER), Communication Skills, Computer Skills, Credit Cards, Credit Processing, Credit and Collections, Customer Escalations, Customer Experience, Customer Relations, Customer Service Management, Customer Support/Service, Detail Oriented, Documentation, Establish Priorities, Genesys Solutions, High School Diploma, Life Insurance, Microsoft Office, Multitasking, Organizational Skills, Outsourcing, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Purchasing/Procurement, Record Keeping, Resolve Customer Issues, Sales, Sales Support, Salesforce.com, Shipping/Receiving, Systems Maintenance, Team Player, Telephone Skills, Time Management, Warehousing, Writing Skills
LOCATION
Arlington, TX
POSTED
6 days ago
Repair Sales Specialist
Category
Customer Service, Credit & Collections, Admin
Job Location
Arlington, TX, US
Position Type
Full-Time/Regular
Repair Sales Specialist
Radwell International LLC | Repair Operations
Full-Time | Hourly | On-site
Schedule: Monday-Friday - 8:00am to 5:00pm
3401 Avenue E, Arlington, TX 76003
The Repair Sales Specialist is responsible for managing the repair approval process, customer follow-up activities, Beyond Economical Repair (BER) evaluations, and outsourced repair opportunities. This role serves as a primary point of contact for customers throughout the repair lifecycle, ensuring timely communication, accurate processing, and an exceptional customer experience.
The ideal candidate is customer-focused, highly organized, and able to effectively manage multiple priorities while working in a fast-paced environment.
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
Coordinate with Shipping, Warehouse, Production, Procurement, Accounting, Quality, Receiving, and Sales teams to resolve customer issues and improve processes
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
Assist 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
Manage outsourced repair opportunities by coordinating with customers, vendors, and purchasing teams
Handle BER (Beyond Economical Repair) requests and customer communication
Follow up on repairs pending customer approval in accordance with company procedures
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
Metrics
90% of incoming phone calls answered
100% of incoming chats answered
100% of incoming email interactions responded to
No customer interaction remains unanswered for more than 24 hours
All P21 tasks addressed within 2 business days
Complete approximately 30 outbound calls daily for repair approvals
Complete approximately 20 repair quotations daily
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
Consistent attendance and dependability
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
Radwell Benefits
Medical, dental, and vision coverage starting Day 1 of employment
15 PTO days
Paid company holidays
Company-paid short-term and long-term disability
Company-paid life insurance
401(k) with company matching
Work Schedule
This position is scheduled Monday through Friday from 8:00am to 5:00pm. Employees must be logged into all required systems and ready to work at the start of their shift. Overtime and time-off requests must be approved by management.
Radwell International LLC is an equal opportunity employer.