Warranty Assistant - Houston, TX

Overview

Company Description: 

Established 1988, FBS Appliance is the largest appliance contract distributor in Texas. With showrooms in Austin, College Station, Corpus Christi, Grapevine, Fort Worth, Houston, and San Antonio, we supply more than 60 different brands of appliances. 

Core Values: 

• Embrace the Culture 

• No Right Way to Do the Wrong Thing 

• Customer Focused 

• Act Like an Owner 

• Move the Line 

• Pull the Wagon 

Job Description:  

We're looking for someone with a customer service background to join our Warranty Assistance department. This is an entry level position that will aid you in moving up within the company. 

The primary focus of the Warranty Assistant position is aiding the customers of FBS Appliance in service resolution. While not directly in charge of service, Assistants will contact manufacturers and servicers to schedule builders and homeowners, as well as escalate situations to resolution. Assistance is conducted either over the phone or via email. Warranty Assistants play a vital role in retaining customers and heading off problems. 

Pay Rate: $17.00 an hour 

Primary responsibilities include, but are not limited to:  

• Providing premium customer service to go hand in hand with the premium products we sell 

• Taking requests over the phone and by email then collecting the proper information needed for service 

• Scheduling service calls for builders/homeowners and understanding the quickest routes to reach a resolution 

• Requesting appliance parts (when applicable) 

• Contacting manufacturer representatives or other advocates when escalation is required, and pushing to advocate for customer’s best interest 

• Communicating service timeframes and other solutions to builders/homeowners in a clear and concise manner 

• Following up on calls and requests to ensure issues are resolved 

• Adding proper information into Zendesk so that calls can be tracked and handled by other Warranty Assistants 

• Help homeowners and builders stay compliant with manufacturer’s policy. 

Job Requirements:  

• Conflict resolution 

• Positive/empathetic attitude and patience 

• Communication skills including excellent writing, grammar, and speech 

• Critical thinking and motivated personality 

• Proven ability to handle difficult customers 

• Ability to pivot between tasks without leaving things behind as well as manage time effectively 

• General computer competency with Microsoft Office programs 

• High school diploma or equivalent 

Preferred Skills: Appliance knowledge 

• Zendesk experience 

• Bilingual (Spanish) 

FBS Appliance is an “at-will” employer and the employment we offer you is terminable at will by you or FBS Appliance at any time and for any reason, with or without notice or cause. This “at-will” employment relationship may not be modified by any oral or implied agreement 

Salary : $17