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.