Customer Support Specialist - Repairs

Customer Support Specialist - Repairs
Radwell International LLC | Customer Support
Full-Time | Hourly | On-site
Schedule: Monday–Friday – 8:00am to 5:00pm
Location: 3401 Avenue E, Arlington, TX 76011

The Customer Support Specialist - Repairs is responsible for managing repair approvals, customer follow-up activities, outsource repair requests, and Beyond Economical Repair (BER) evaluations. This role serves as a primary point of contact for customers throughout the repair process and helps ensure an exceptional customer experience through timely communication, accurate order processing, and effective problem resolution.

This position is ideal for candidates who enjoy customer interaction, problem-solving, and working in a fast-paced environment where attention to detail and responsiveness are critical.

Key Responsibilities
• Provide exceptional customer service through phone, email, and chat communications
• Process repair approvals, repair quotes, and customer authorizations
• Respond to customer inquiries and provide timely updates on repair status and order progress
• Review and process repair quotes, orders, and approvals accurately
• Follow up on pending repair approvals and customer requests
• Manage outsource repair opportunities by coordinating with customers, vendors, and purchasing teams
• Handle Beyond Economical Repair (BER) requests and communicate available options to customers
• Process payments, credits, refunds, and adjustments as required
• Maintain detailed notes and documentation within company systems
• Coordinate with Warehouse, Production, Quality, Accounting, Procurement, Shipping, and Sales teams to resolve customer concerns
• Monitor and complete assigned tasks within required timeframes
• Manage repair-related email inboxes and ensure all customer communications are addressed promptly
• Escalate customer issues when necessary to ensure timely resolution
• Maintain accurate records and job statuses within internal systems
• Support department goals through effective communication, organization, and follow-up
• Perform other duties, tasks, or work as assigned

Metrics
• 90% of incoming phone calls answered
• 100% of incoming chats answered
• 100% of incoming emails responded to
• No customer interaction remains unanswered for more than 24 hours
• All assigned tasks addressed within 2 business days
• Approximately 30 outbound calls daily related to repair approvals
• Approximately 20 repair quotations processed daily

Qualifications
• Strong customer service skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational skills and attention to detail
• Effective problem-solving abilities
• Ability to work independently and collaboratively
• Self-motivated and dependable

Knowledge & Skills Required
• Strong computer proficiency
• Excellent verbal and written communication skills
• Ability to multi-task and prioritize effectively
• Attention to detail
• Strong time-management skills
• Effective documentation and note-taking abilities
• Problem-solving abilities
• Ability to work well with customers and internal departments

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

Compensation & Bonus
The recruiting base pay rate for this full-time position is $23.00–$30.00 per hour.

Within the base pay range, individual compensation is determined by job-related skills, experience, and relevant education or training.

This position is eligible for a year-end bonus plan based on individual and company performance.

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
• Free onsite gym

Work Schedule
This position is scheduled Monday through Friday from 8:00am to 5:00pm. Employees are expected to 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.