Customer Service Representative
Academy of Art University School of Game Development
Customer Care Representative, Special Markets
Henry Schein
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Act as a liaison between the customer and manufacturer to ensure proper processing of the repair sale
- Follow-up on repair status, pricing issues, billings, technical questions, and escalate concerns to management as appropriate
- Collaborate with other Team Schein Members to assist customers in resolving their issues
- Utilize varying customers’ systems (e.g. Service Channel) to maintain accurate repair/estimate information and complete approval/denial of repair estimates
- Handle, respond to, and/or escalate inbound calls and communications from Special Market and Multisite customers
- Create repair orders for incoming equipment that will be repaired by the manufacturer for Special Market and Multisite customers
- Manage communications with equipment manufacturers and vendors regarding repair inquiries, including creating repair POs, requesting status on repairs, expediting billing and shipments
- Provide customer and administrative support for repairs, DrillOnDemand and other equipment solutions programs
- Participate in special projects and perform other duties as required
Requirements
- Strong customer service and verbal and written communication skills
- Good telephone etiquette
- Ability to answer a high volume of calls and prioritize tasks
- Effective dispute resolution
- Ability to learn applicable computer systems
- Ability to work independently with limited supervision
- Very good time management skills and the ability to prioritize work and meet deadlines
- Very good attention to detail and accuracy
- Customer service oriented and ability to work with complex issues
- Ability to plan and arrange activities
- Very good interpersonal communication skills
- Ability to maintain confidential and highly sensitive information
- Ability to work in a team environment
- Ability to multi-task
- Establish productive working relationships at multiple levels within the organization
- Typically 2 or more years of related experience
- PREFERRED EDUCATION: Typically High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred
- Responsible for following all ISO procedures
Benefits
- Work From Home
- Hybrid: Time is scheduled between working from a TSM home office and at a company facility, as required
- Onsite option
- Field: Position requires traveling to different locations within a specific geographic territory, as assigned
- Travel typically less than 10%
- Focus on the wellness of our team and providing a safe space for individuals to develop and contribute authentically
- Opportunities to give back to society and the communities where we live and work
- Reasonable accommodations for application process for candidates with physical or mental impairment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
repair processingrepair order creationestimate approval/denialdispute resolutiontime managementattention to detailcustomer servicetelephone etiquettemultitaskingindependent work
Soft skills
verbal communicationwritten communicationinterpersonal communicationteam collaborationproblem-solvingprioritizationconfidentialityrelationship buildingorganizational skillsadaptability
