Service Operations Administrator - Repair Operations

Job Summary: Interfaces with internal and external customers on service-related issues. Works various service-related reports to ensure required activities are fulfilled and resolved in a timely manner. Collects payment for product repairs, Creates Service Cases in our databases CSS8 and CRM, Verifies Customer information and makes necessary updates to customer records. Interfaces closely with Repair Technicians in support of Acer customers.

Essential Functions:

• Answers all service inquiries including status, charges, missing product, product replacements, and service repairs from customers or support center related to the service repair process.
• Works daily reports and/or emails for various service related discrepancies and holds.
• Completes outbound customer correspondence to resolve service holds. Leaves messages when appropriate and handle inbound return calls.
• Submits all order types to resolve service related issues and warranty driven replacements as needed.
• Perform warranty validations
• Supports inbound call queue from external customers
• Assist with product receiving as needed
• Support product assignment cage at times
• Other duties as assigned

Experience, Skills and Abilities:

• Self-motivated with the ability to multi-task.
• Must possess excellent written and oral communication skills.
• Have a good understanding of company policies and procedure.
• It is essential to have a working knowledge of Microsoft Office, mainly Outlook, Word and Excel with good typing skills. Also the ability to learn and effectively use internal Acer databases – CSS, CRM, NIT, etc…..
• Must have excellent interpersonal skills with the ability to work in a collaborative team environment.
• Regular attendance and punctuality are required.

Education/Certifications:

• High school diploma or equivalent; or one to three months related experience or training; or equivalent combination of experience and education

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit. The employee is frequently required to use hands for keyboarding and telephone operation. The employee is also required to walk, stand and reach with arms. The employee must regularly lift or move 10 pounds and up to 46 pounds at times. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:

While performing the duties of this job, the employee works in ambient room temperatures with lighting and traditional office equipment as found in a typical office environment.

Job Type: Full-time

Pay: $15.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• Administrative: 1 year (Required)
• CRM software: 1 year (Preferred)

Ability to Commute:

• Temple, TX 76504 (Required)

Work Location: In person

Salary : $16