Note: The job is a remote job and is open to candidates in USA. Joulé, a provider of outsourced services and workforce solutions, is seeking a Customer Service Representative to support customers, sales representatives, and field personnel with repair-related inquiries. The role manages repair order intake and approvals, provides estimates and service information, documents complaints and orders, and coordinates with cross-functional teams while maintaining excellent customer service.
Responsibilities
- Serve as the primary point of contact for all customer and sales representative inquiries regarding repairs, providing comprehensive information on basic product details, service pricing, and available service options/processes
- Support a phone queue for repair inquiries while multitasking, i.e., answering support cases (via email) for our customers, Sales Representatives, and other field personnel
- 'Provide Repair Estimates to customers to gain their approval or rejection on proceeding with Repair/Return (i.e., triage) orders, in accordance with business processes
- Advise accounts on ProCare programs during repair approval/pricing confirmation calls
- Work with cross-functional teams to prioritize urgent repair orders
- Maintain meticulous documentation for each order; assist in team’s shared inbox
- Manage repair order intake and repair approvals for assigned regions
- Communicate guidelines and policies effectively with all internal and external customers. Escalate urgent situations to leadership when necessary
- Enter complaint information in a timely manner for tracking and visibility
- Maintain excellent customer service throughout all interactions
- Timeliness, professionalism, and genuine care in their interactions (via phone, in person or email) will be key metrics for this individual’s performance
Skills
- High School Diploma
- 2+ years of customer service experience
Benefits
- Remote work model (PST)
- Eligible employees receive health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, and voluntary plans
- Participation in a 401(k) plan
Company Overview